IT Certification Exam Questions & Answers

Q32. Which application must be activated to enable customers to check in on-line for future appointments?

Q33. Which of the following are correct for parent/child synchronization? (Choose two.)

Q34. In the Customer Service Management space, what does the term asset management mean?

Q35. The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

Q36. What module is used to create Case Record Producers?

Q37. To which entities can Special Handling Notes be applied out of the box?

Q38. What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?

Q39. When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

Q40. Which are the key self-service functions of the Customer Support Portal? (Choose three.)

Q41. Information about a customer’s service contract is found in Knowledge.

Q42. What should be part of the pre-engagement collateral?

Q43. Special Handling Notes can apply to which one of the following based on specific attributes?

Q44. What are common types of application record data that are imported during a CSM data migration?
(Choose two.)

Q45. How many active OpenFrame configurations can you have on an instance?

Q46. What are the characteristics of Knowledge Categories?

Q47. Information in the Case Field ‘Contact’ is copied to which Incident Field?

Q48. ________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :

Q49. Once a major case candidate is approved a major case is created. What then happens to the customer case?