The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench? (Choose three.)
Answer(s): C,D,E
Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)
Answer(s): A,B,D,E,G
Which of the following best describes how the CSM application uses the Asset table?
Answer(s): C
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer. Given this scenario, what is the chronological order of case states used to manage this case?
Answer(s): D
What are the types of matching criteria for Customer Service? (Choose four.)
Answer(s): A,B,E,F
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