NO.39 Information about a customer’s service contract is found in Knowledge.

NO.40 Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.

NO.41 Which of the following are best practice with regard to data imports? (Choose two.)

NO.42 What do blue circles in the timeline of a case form represent?

NO.43 Major Issue Management uses which one of the following capabilities?

NO.44 Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

NO.45 What role does the Engagement Manager play before the Workshop? (Choose two.)

NO.46 Information in the Case Field ‘Contact’ is copied to which Incident Field?

NO.47 Agents and managers cannot create knowledge articles from Community questions.

NO.48 In the Customer Service Management space, what does the term asset management mean?

NO.49 Information in the Case Field ‘Contact’ is copied to which Incident Field?

NO.50 Articles can provide the following: (Choose three.)

NO.51 What are features of Customer Service Management? (Choose four.)

NO.52 Entitlements specify the level of service provided to customers.

NO.53 Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

NO.54 Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)