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NEW QUESTION 36
_____________________ is a role for agents who assists consumers with questions, issues, and problems.
This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
- A. Partner [sn_customerservice.partner]
- B. Agent [sn_customerservice_agent]
- C. Customer case manager [sn_customerservice.customer_case_manager]
- D. Agent manager [sn_customerservice_manager]
- E. Consumer Agent [sn_customerservice.consumer_agent]
- F. Customer administrator [sn_customerservice.customer_admin]
Answer: E
NEW QUESTION 37
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A. Makes it easier for Agents to manage case volume
- B. Reduces call volume
- C. Allows access to Knowledge Articles that are related to products owned by a customer
- D. Information about customer's service contract
Answer: A,B,C
NEW QUESTION 38
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Change Update to Close
- B. Update Case Entitlement
- C. Apply Role by Customer
- D. Auto Assessment
Answer: B,D
NEW QUESTION 39
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