Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?

• A.The field is always based on the system time zone
• B.The field is not based of the customers profile time zone
• C.The field is active in the base form
• D.Agents can use the field to identify if it is the right time to contact customer

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Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

• A.True
• B.False

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Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

• A.Entering question in portal only
• B.Record Producer only
• C.Both portal question entry and Record Producer
• D.None of the above

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What are the Forum User Types? (Choose three.)

• A.Admin
• B.Registered
• C.Public
• D.Custom
• E.Moderator

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What are features of Customer Service Management? (Choose four.)

• A.Service Contracts
• B.Real-time SLAs
• C.Timed Audits
• D.Service Entitlements
• E.Service Prospecting
• F.Skills-based routing
• G.Demand Management

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