Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- Apply Role by Customer
- Auto Assessment
- Change Update to Close
- Update Case Entitlement
- Auto Assessment
- Update Case Entitlement
What one of the following is optional when creating a Catalog Workflow?
Approving the Workflow
Out-of-the-box, which functionality handles the state transitioning for case management?
State Flows
What is the name of the scheduled job that sets Special Handling Notes to Expired?
‘Deactivate Special Handling Notes’
What inbound email flows are available by default? (2)
- Create case from Email
- Update case using Reply
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?
Auto-Responder
If the CSM Demo Data Plugin has been installed, what canbe done to prepare that instance to be used as part of the release path to production?
- Remove the Demo Data via a HI Request
- Clone back to this instance from a valid instance
From a security perspective scoping brings several benefits, what are they? (4)
- The scope “holds” the records and acts as a container for the applications (more control)
- Scoping improves instance security by limiting accessibility to other applications on the instance
- Scoped applications can be developed independently of IT by applying delegated development and deployment (lean deployment)
- Isolation of application
