Question 1

What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

Options :

A : Performance Analytics Spotlight

B : Scheduled Reporting

C : Service Level Agreement Tasks

D : Continual Improvement Management

Answer: D

Question 2

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin? Options are :

Options :

A : Maybe

B : No

C : Yes

D : I don't know

Answer: C

Question 3

Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)

Options :

A : Knowledge Product Entitlements

B : Data Policy

C : ACL

D : User Criteria

Answer: A

Question 4

What are the Forum User Types? (Choose three.)

Options :

A : Admin

B : Registered

C : Public

D : Custom

E : Moderator

Answer: B,C,E

Question 5

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?

Options :

A : Social Channels

B : Social Profiles

C : Social Logs

D : Work notes

E : Additional comments

Answer: C

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