QUESTION 24
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

QUESTION 25
Agents and managers cannot create knowledge articles from Community questions.

QUESTION 26
Which of the following are channels? (Choose two.)

QUESTION 27
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.

QUESTION 28
Information about a customer’s service contract is found in Knowledge.

QUESTION 29
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

QUESTION 30
Which are the key self-service functions of the Customer Support Portal? (Choose three.)

QUESTION 31
Major Issue Management uses which one of the following capabilities?

QUESTION 32
What should be part of the pre-engagement collateral?

QUESTION 33
What one of the following is optional when creating a Catalog workflow?

QUESTION 34
Which are the key self-service functions of the Customer Support Portal? (Choose three.)

QUESTION 35
Articles can provide the following: (Choose three.)

QUESTION 36
What role does the Engagement Manager play before the Workshop? (Choose two.)

QUESTION 37
Which of the following are best practice with regard to data imports? (Choose two.)

QUESTION 38
Which of the following are channels? (Choose two.)

QUESTION 39
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)