Match the definitions for roles relationships.
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Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)
What is the primary output from the Requirements Gathering workshop?
Once a major case candidate is approved a major case is created. What then happens to the customer case?
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
Which service catalogs are available in the base instance customer portals?
Choose 2 answers
What criteria can be used to determine when a new inbound case should be opened?
Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)
External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
