Question 1

How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.

Options :

A : Manually by performing a customer identification via Agent Desktop

B : Manually by navigating into the Customer Hub app from the menu

C : Automatically when an incoming phone call from a known customer is accepted

D : Automatically when there is an incoming phone call

Answer: A,C

Question 2

Which of the following standard charts are available in the All Cases worklist? Note: There are 3 correct answers to this question

Options :

A : Cases by Source/Channel

B : Cases by Priority

C : Cases by Category

D : Cases by SLA

E : Cases by Service Team

Answer: A,B,C

Question 3

Which of the following actions can a service agent perform in the Customer Hub in Agent Desktop? Note: There are 3 correct answers to this question

Options :

A : Edit customer details

B : Create a new e-mail message or a new case from the What Would You like to do? area

C : Launch a customer survey

D : View customer details

E : Access interactions and notes in the timeline tab

Answer: A,D,E

Question 4

Which actions are prerequisites to utilize registered products? Note: There are 2 correct answers to this question.

Options :

A : Activate the service in the business role

B : Create customer records

C : Create numeric ranges for customers

D : Create an installed base

Answer: A,D

Question 5

For which objects can you utilize categories in service catalogs? Note: There are 2 correct answers to this question.

Options :

A : Tasks

B : Phone calls

C : Cases

D : Registered products

Answer: A,C

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