Extra questions

Question 1

An ______ defines the type of support that a customer receives as well as the supported communication channels.

Answer 1

entitlement

Question 2

An entitlement can be associated with a ? (4)

Answer 2

product
asset
account
contract

Question 3

Entitlements are counted on a per ______?

Answer 3

unit basis

Question 4

The Unit field on the Service Entitlement form defines the unit type, either _________? (2)

Answer 4

cases or hours

Question 5

________ provides a communication frame that customer service agents use to place and receive customer calls.

Answer 5

OpenFrame

Question 6

The default configuration uses the Recommendation for Case Assignment matching rule, which uses three of the four default matching criteria?

Answer 6

Availability Today
Matching Skills
Assigned Cases

Question 7

If using the mandatory skills feature, use the __________ criterion to match agents with the mandatory skills identified for a case.

Answer 7

Matching Skills - Mandatory Skills Support

Question 8

There are three types of matching criteria:

Answer 8

• Simple Match: (creates one-to-one matching, such as matching the time zone of an agent with the time zone of a task location)
• Aggregate: (uses a simple query and returns an aggregate result. For an aggregate type, select a table and create a filter, and then select an aggregate field such as the Assigned to field. This type of query returns a set of users)
• Scripted: (uses a scripted query which returns a list of users)

Question 9

Several matching criteria are also provided with the assignment workbench: (5)

Answer 9

Availability Today
Matching Skills
Matching Skills - Mandatory Skills Support
Assigned Cases
Last Assigned

Question 10

What entities can Special Handling notes be applied to? (5)

Answer 10

Case
Account
Contact
Product Model
Asset

Question 11

Is Assignment Workbench used in Agent Workspace?

Answer 11

No