What should be part of the pre-engagement collateral?

• A.Stock Keeping Unit (SKU) and pricing sheet
• B.Scoping Guide
• C.Frequently Asked Questions (FAQ)
• D.Customer Service roles template

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What criteria can be used to determine when a new inbound case should be opened?

• A.When we have new marketing material for a customer
• B.When a new customer is created
• C.When an internal problem occurs
• D.When a customer has a question or issue to resolve

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Entitlements specify the level of service provided to customers.

• A.False
• B.True

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How many active OpenFrame configurations can you have on an instance?

• A.2
• B.Unlimited
• C.1
• D.3

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Major Issue Management uses which one of the following capabilities?

• A.Governance Risk and Control
• B.Targeted Communications
• C.Asset management
• D.Record producers

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