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What are features of Customer Service Management? (Choose four.)
Suggested Answer: B, C, E, G
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16 comments · newest first
SH
Sheridan
12 months ago
Demand management? Not sure how that fits in customer service.
SU
Susana
12 months ago
Skills-based routing helps match the right agent to the issue.
EL
Elmer
1 year ago
Wait, are timed audits really a feature? Sounds odd.
TH
Theola
1 year ago
Totally agree, service entitlements are key too.
MA
Malcolm
1 year ago
Real-time SLAs are a must for good customer service!
PE
Pearly
1 year ago
Skills-based routing seems like it could be part of customer service management, but I can't recall if it's one of the main features.
AV
Avery
1 year ago
I feel like demand management might not be a core feature, but it sounds familiar from our discussions.
ER
Erasmo
1 year ago
I remember practicing with a question that mentioned real-time SLAs, so I think that one is correct too.
ON
Oneida
1 year ago
I think service entitlements are definitely a feature, but I'm not sure about the others.
DE
Delbert
1 year ago
I think the serverless compute tier is the best option here. It allows for dynamic scaling of CPU resources and the ability to pause the database to reduce costs.
GI
Gilma
1 year ago
Okay, I've got this. When you configure separate incoming mail policies, it can lead to message aggregation, where the messages get combined together. I'm pretty confident that's the right answer.
MA
Marilynn
1 year ago
I remember a practice question about design thinking, but I guess releasing a 90% product isn't really about the process, more about feedback.
NO
Novella
1 year ago
Hmm, I'm a little unsure about the 3D Models feature. I haven't used that before, so I'll need to explore it carefully to make sure I get the sizing and placement right.
YO
Youlanda
1 year ago
Hmm, I'm not totally sure about this one. I know the options have to do with different types of audits or financial reviews, but I'm not confident I can distinguish between them. I'll have to think this through carefully.
LE
Lenna
1 year ago
I think I saw a practice question similar to this one that focused on the border leaf functionality. It seems like the right choice to me, but I'll double-check the details.
SU
Sue
1 year ago
This looks like a classic profit maximization problem. I'll need to find the output level where marginal revenue equals marginal cost.