QUESTION: 85

An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used? (Choose two.)

Contact
Configuration Item
Business Service
Install base item
Sold product

Answer(s): D,E

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QUESTION: 86

When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?

Allows access to knowledge articles based on customer’s security access
Allows access to knowledge articles that are related to entitlements owned by a customer
Allows access to multi-product line knowledge articles
Allows access to knowledge articles that are related to products owned by a customer

Answer(s): D

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QUESTION: 87

Advance Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types? (Choose three.)

Skill seniority
Account team responsibility
Historical
Related task
Product expertise

Answer(s): B,C,D

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QUESTION: 88

In Agent Workspace Chat, Agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

Rejects an incoming chat and moves it automatically to the “General” queue
Routes the chat towards another group
Uses response templates to insert as text in a conversation
Rolls up the current chat history towards an existing case

Answer(s): C

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