What does viewing a customer's install base enable customer service agents to do? (Choose two.)

• A.Close an upsell of related products and services not yet purchased by a customer
• B.Trace information provided m a case to the right product or service to which it relates
• C.See the detailed configurations of the products and services deployed for a customer to determine me action needed
• D.Monitor alerts for operational services and configuration items that affect service health

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What are the types of units used to measure entitlements? (Choose two.)

• A.Hours
• B.Contract
• C.Cost
• D.Case

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Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?

• A.Service Analytics
• B.CSM Prediction Results
• C.Case Spotlight
• D.In-form Analytics Most Voted

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Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

• A.Apply Role by Customer
• B.Auto Assessment
• C.Change Update to Close
• D.Update Case Entitlement

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Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)

• A.Data Policy
• B.Knowledge Product Entitlements
• C.User Criteria
• D.ACL

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