What are the recommended good practices when running implementation workshops? (Choose three.)

Give the customers the data they need so they can make an informed decision
Any financial implication of a decision should be handled by the delivery and sales team
Enforce customers to adapt their processes towards the baseline processes
Engage with customers to gain deep understanding of their organization
Guide the customer toward industry best practices

Answer(s): A,D,E

What is the specific type of catalog item called that allows users to create task-based records, such as case records, from the Service Catalog?

Answer(s): B

Out-of-box, which functionality handles state transitioning for case management?

Answer(s): B

Which of the following are benefits of customer access management? (Choose two.)

It defaults the responsibility for access management to the customer service agent.
It increases security by automatically providing access to case information based on account hierarchy
It increases automation by automatically granting access to cases based on access to sold product
It improves the customer experience by enabling related parties to track and collaborate on cases.
It defaults the responsibility for access management to the customer.

Answer(s): C,D

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