An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used?
Choose 2 answers
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?
What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
Which roles are responsible for maintaining account team membership? (Choose two.)
What will be the state of a case after a customer rejects the solution proposed by an agent?
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
Which feature enables employees to request support for themselves and for external customers?
Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?
TESTED 15 Jun 2025
