Create Next App

Exam contains 240 questions

Page 4 of 40

Question 19 🔥

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

Which database solution meets these requirements?

A. Reduces call volume

Highly voted

B. Makes it easier for Agents to manage case volume

Highly voted

C. Allows access to Knowledge Articles that are related to products owned by a customer

Highly voted

D. Information about customer’s service contract

Highly voted

E. Focused product marketing

Highly voted

Discussion of the question

Question 20 🔥

What are the characteristics of Knowledge Categories?

Which database solution meets these requirements?

A. Shareable across KBs: Yes ; Multi-Level: No

Highly voted

B. Shareable across KBs: No ; Multi-Level: Yes

Highly voted

C. Shareable across KBs: No ; Multi-Level: No

Highly voted

D. Shareable across KBs: Yes ; Multi-Level: Yes

Highly voted

Discussion of the question

Question 21 🔥

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

Which database solution meets these requirements?

A. Manage cases on behalf of customer service agents

Highly voted

B. Create cases on behalf of customers

Highly voted

C. Manage requests on behalf of customer service agents

Highly voted

D. Create requests on behalf of customers

Highly voted

E. Manage major incident communication on behalf of a customer service manager

Highly voted

Discussion of the question

Question 22 🔥

What is the purpose of a Catalog Item variable?

Which database solution meets these requirements?

A. Grants the customer the opportunity to ask a question

Highly voted

B. Opens a wizard to help a customer fill in a case form

Highly voted

C. Guides a customer by providing hints on case forms

Highly voted

D. Allows the customer or consumer to qualify their answer

Highly voted

Discussion of the question

Question 23 🔥

What one of the following is optional when creating a Catalog workflow?

Which database solution meets these requirements?

A. Publishing the workflow

Highly voted

B. Defining workflow activities

Highly voted

C. Approving the workflow

Highly voted

D. Managing workflow versions

Highly voted

Discussion of the question

Question 24 🔥

Agents and managers cannot create knowledge articles from Community questions.

Which database solution meets these requirements?

A. True

Highly voted

B. False

Highly voted

Discussion of the question

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Exam contains 240 questions

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