Configuration

Question 1

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

• Apply Role by Customer
• Auto Assessment
• Change Update to Close
• Update Case Entitlement

Answer 1

• Auto Assessment
• Update Case Entitlement

Question 2

What one of the following is optional when creating a Catalog Workflow?

Answer 2

Approving the Workflow

Question 3

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

Answer 3

State Flows

Question 4

What is the name of the scheduled job that sets Special Handling Notes to Expired?

Answer 4

‘Deactivate Special Handling Notes’

Question 5

What inbound email flows are available by default? (2)

Answer 5

• Create case from Email
• Update case using Reply

Question 6

Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case, whenever a case is created?

Answer 6

Auto-Responder

Question 7

If the CSM Demo Data Plugin has been installed, what canbe done to prepare that instance to be used as part of the release path to production?

Answer 7

• Remove the Demo Data via a HI Request
• Clone back to this instance from a valid instance

Question 8

From a security perspective scoping brings several benefits, what are they? (4)

Answer 8

• The scope “holds” the records and acts as a container for the applications (more control)
• Scoping improves instance security by limiting accessibility to other applications on the instance
• Scoped applications can be developed independently of IT by applying delegated development and deployment (lean deployment)
• Isolation of application