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M N
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Decks in this class (14)
General
What are the default case types,
From where can agent create cases 4,
From where cancustomers create ca...
23
cards
Routing/Assignment
What is the name of the ootb matc...,
What the are three types of match...,
How can cases be auto assigned 2
9
cards
ITSM Integration
What role is needed to be able to...,
External customers can view the p...,
Information in the case field con...
8
cards
Plugins
Which of the following functions ...,
What application allows you to us...,
Which feature enables you to quic...
20
cards
Workspace/Mobile
Customer service agents can use a...,
What are the benefits of viewing ...,
When using the mobile experience ...
11
cards
B2B & B2C
What are the two main tables for ...,
What is a consumer,
What is the role for consumer agents
14
cards
Products/Assets/Entitlements
What is a product,
What is a product,
What is an asset
14
cards
Implementation Mngmt
Which methodology is used by serv...,
C,
During which now create stage are...
11
cards
Predictive Intelligence/Proactive CSM
Predictive intelligence improves ...,
Predictive intelligence improves ...,
After installing the performance ...
6
cards
Knowledge/Publications
How can you deliver content relat...,
How can a publication be viewed 3,
How are new recipients added to t...
15
cards
MIM/Escalated Cases
What cases can not be proposed fo...,
Major issue management uses which...,
What is the difference between a ...
11
cards
Portal
What are the forum user types 4,
For who is the community portal a...,
Who can create a customer service...
21
cards
Configuration
Which business rules are part of ...,
What one of the following is opti...,
Out of the box which functionalit...
8
cards
Roles
What can users with the proxy con...,
Employees with the proxy contact ...,
With contributor user roles compa...
7
cards
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csm
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