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

A.

Consumer

B.

Entitlement

C.

Sold Product

What is knowledge article versioning?

A.

A content tracker for knowledge articles

B.

A knowledge article publishing guide

C.

The ability to manage and track article updates Most Voted

D.

A knowledge article numbering guide

Which of the following are true regarding the Community Portal application? (Choose two.)

A.

It is available to any customer with a Community license

B.

It is available by default with the Support and Service portals

C.

It is only available to CSM license holders

D.

Most of the configuration does not require System Administrator role

User criteria records may be applied to which knowledge items?

A.

Knowledge Base

B.

Knowledge Base and Category

C.

Knowledge Base and Article

D.

Knowledge Base, Category and Article

Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

A.

Experience

B.

Skills

C.

Availability

D.

Shifts

E.

Capacity

F.

Products

Which of the following statements is correct regarding product models in CSM?

A.

Products models can only contain digital (logical) items

B.

Product models can contain either physical items or digital (logical) items but not both in the same model

C.

Product models can only contain physical items

D.

Product models can contain both physical items and digital (logical) items in the same mode

When are any changes to the platform considered a customization?

A.

When they require an implementation spread across all project phases

B.

If they are NOT applied through the usage of built-in tools on the Now Platform

C.

When they are solely implemented for a custom application

D.

When there are business demands for custom functionality that is not offered out-of-the-box

External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

A.

webDAV-compilant

B.

Web-based

C.

WebDAV-versioned

D.

Web-configurable

With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?

A.

After 3 days

B.

After 5 days

C.

After 1 day

D.

After 7 days

Which feature allows for the creation and management of product data and relationships within the CSM application?

A.

Product Model management

B.

Demand Management

C.

Problem Management

D.

Incident Management