What is required to enable the Follow the sun field on the Customer Service Case form?

A. Nothing, it is a standard field

B. The value property on the form must be set to true

C. The plugin `com.snc.csm_time_recording' needs to be activated

D. The value property on the form must be set to true and the field added to the case form

What is a case?

A. An individual record that handles and resolves incidents for external customers

B. An individual record that is used to identify and create automation opportunities

C. An individual record that is used to identify and resolve a question or issue for an external customer

D. An individual record that handles and routes issues for internal users

Name a security benefit gained from using scoped applications:

A. Prevents changes to tables without explicit permission from IT

B. Prevents third party integrations

C. Limits accessibility to other applications in the instance

D. Limits the number of update sets that can be applied

In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

A. When one support group reaches capacity the work item is automatically routed to another group

B. Uses matching and assignment rules to send work items to the agent with the highest availability

C. Routes cases to different groups based on their skill set and availability

D. Uses matching and assignment rules to send work items to the agent with the most capacity

What are the different resource matching methods on the Matching Rule form? (Choose four.)

A. History

B. Scripted

C. Advanced

D. Simple

E. Skill

F. Selection Criteria

What feature does the Product Model and Catalog Items Relationship plugin enable?

A. Agents are automatically proposed catalog items related to the chosen product on the case form

B. Consumers can track what products they have purchased via the catalog

C. It provides a contextual service catalog based on the customer's subscribed services D. Customer service managers can track the financial cost of customer's subscribed services and the related requests

What is the specific type of catalog item called that allows users to create task-based records, such as case records, from the Service Catalog?

A. Request Item

B. Record Producer

C. Catalog Processor

D. Case Template

New case tasks use the following prefix:

A. CSMTASK prefix

B. CASETASK prefix

C. CSTASK prefix

D. No specific task prefix just existing TASK prefix

When working with communication channels, what inbound email flows are available by default? (Choose two.)

A. Create case for product

B. Create case for asset

C. Update case from forward email

D. Create case from email

E. Update case using reply

In the 'Action Status' column on a case list, what could a blue indicator dot mean?

A. Needs attention

B. Blocked internally

C. Blocked externally

D. Work in progress