Matching rules enhance assignment capability by ____________________.

• A.Matching best agent by availability
• B.Providing dynamic matching of cases to groups or individuals
• C.Determining if account is a customer or partner
• D.Matching best agent by skill

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Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

• A.True
• B.False

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Match the business rule to its function in the Self-Service Portal.
Hot Area:

Correct Answer:

Explanation

Explanation

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Information in the Case Field 'Contact' is copied to which Incident Field?

• A.Contact
• B.User
• C.Customer
• D.Caller

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If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)

• A.Disable the Case Interceptor
• B.Remove the Demo Data via a HI Request
• C.Zboot the instance
• D.Clone back to this instance from a valid instance

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