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1. In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

2. Which of the following are correct for parent/child synchronization? (Choose two.)

3. When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

4. Once a major case candidate is approved a major case is created.

What then happens to the customer case?

5. What are the types of units used to measure entitlements? (Choose two.)

6. Which of the following roles can update a consumer's record? (Choose two.)

7. Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?

8. Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer.

Which of the following statements is correct for CIs and assets?

9. Regarding Account Teams, what is the purpose of marking a role as 'unique'?

10. Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules.

Which out-of-the-box configurable criteria can be used? (Choose three.)

11. Why does the implementation team need to deliver core functionality to the customer as quickly as possible?

12. What is a household entity?

13. What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?

14. Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define.

Which step would ensure the work was allocated to the appropriate agent?

15. From a security perspective, scoping brings several benefits: (Choose two.)

16. Partner admin (sn_customerservice.partner_admin) contacts have access to:

17. Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

18. To which entities can Special Handling Notes be applied out of the box?

19. Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

20. In the Customer Service Management space what defines the term asset?