Predictive Intelligence/Proactive CSM

Question 1

Predictive Intelligence improves Case management by:

Answer 1

Predicting Case values without manual intervention

Question 2

Predictive Intelligence improves triage quality by eliminating the guessworkfrom which case management decisions? (3)

Answer 2

Case

• Categorization
• Assignment
• Prioritization

Question 3

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

Answer 3

Customer Service Historic Data Collection

Question 4

Proactive Customer Service Operations is made up of what three main components?

Answer 4

Service Monitoring (NOC)
- detect issues

Service-aware Install Base
- identify impacted customer

Proactive Case
- notify customers

Question 5

During case creation the system uses a configuration method to derive the entitlement based on several fields related to the case record. However, which fields are ALSO considered if the Proactive Customer Service Operations plugin is active? (2)

Answer 5

• Sold Product
• Install Base

Question 6

Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?