What is KCS (Knowledge Centered Services)?

• A.A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
• B.A documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted
• C.A dashboard with specific visualization of the different knowledge bases and categories
• D.An application that helps agents and managers to create cases from Knowledge articles

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Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)

• A.Customer service portal
• B.Knowledge articles
• C.Communities
• D.Consumer service portal
• E.Service catalog

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What is included in an account relationship record?
Choose 3 answers

• A.A target account
• B.Parent/Child related records
• C.The account relationship type that this relationship record is based on
• D.Primary contact
• E.A source account

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Partner admin contacts have access to the data of both their partner accounts and customer accounts.

• A.True
• B.False

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Which table must be extended when creating a new case type?

• A.Case Type (sn_case_type)
• B.Case (sn_customerservice_case)
• C.Task (task)
• D.Case Task (sn_customerservice_case_task)

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