Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

A. Case Escalation

B. Case State

C. Case Categorization

D. Case Prioritization

What's the purpose of the Deactivate Special Handling Notes Scheduled Job?

A. Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

B. Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

C. Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated

D. Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

Which knowledge records can be configured with User Criteria?

A. Knowledge Base

B. Knowledge Base and Category

C. Knowledge Base, Category and Article

D. Knowledge Base and Article

Which roles are considered external? (Choose two.)

A. Consumer Support Agent (sn_customerservice.consumer_agent)

B. Customer Admin (sn_customerservice.customer_admin)

C. Partner Admin (sn_customerservice.partner_admin)

D. Customer Service Agent (sn_customerservice_agent)

The case digests feature includes which types of case communication? (Choose two.)

A. Case Lifecycle Reports

B. Case Action Summaries

C. Post Case Reviews

D. Case Post Mortem