Service Creatio Quiz (Fast-Track)
Your result
77%
23/30
1. Platform basics
Score: 23
How does Creatio handle reminders and approval notifications in the Notification panel?
| Answers | Your Answer |
| Reminders and approval notifications remain active until they are processed. | |
| Notifications about noteworthy events are stored on the tab for a month since their creation. | |
| The history of read notifications is stored on the tab for a month since their creation | |
| Feed notifications are marked as read when you open the corresponding tab. |
What steps are involved in turning on Freedom UI for existing Creatio instances?
| Answers | Your Answer |
| Updating the web browser. | |
| Turn on the Freedom UI shell from the UI Management section. | |
| It requires changing the server operating system. | |
| It can only be achieved by installing a third-party plugin. |
What is the purpose of using aggregated filters in Creatio?
| Answers | Your Answer |
| Filtering records of a Creatio object by the often-used parameters | |
| Filtering records of a Creatio object by the specified values of one or several columns | |
| Filtering records of a Creatio object by the columns of its connected objects | |
| Filtering records of a Creatio object with grouping of filtering conditions | |
| Filtering records of a Creatio object by their connected records in another object with reverse connection |
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2. CRM tools
Score: 23
When can Creatio perform the duplicate search?
| Answers | Your Answer |
| According to a pre-configured schedule | |
| Each time a record is edited in these sections | |
| Each time a new record is created in these sections | |
| Each time a user runs the corresponding business process in these sections | |
| Each working day |
What is the purpose of the Tags in Creatio?
| Answers | Your Answer |
| Creating automated workflows or triggers within the system | |
| Controlling user permissions or access to records | |
| Segmenting the records | |
| Defining record relationships or hierarchies |
What is the purpose of the [Knowledge base] section in Creatio?
| Answers | Your Answer |
| Managing the catalog of useful links for accessing marketing materials and promotional brochures | |
| Managing the company policy and regulations | |
| Managing the electronic catalog of the company's legal documents | |
| Managing the digital library of reference information used by employees every day | |
| Managing the documents and the employee database |
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3. Service tools
Score: 810
What is the case “resolution time” in the Creatio terminology?
| Answers | Your Answer |
| Case registration time as per the time zone of the support team | |
| Period from starting to process a case to resolution of the case | |
| Period from case registration to case resolution | |
| Case registration time as per user time zone | |
| Period from case registration to when an agent starts processing the case |
What is a “Service request” from the Creatio standpoint?
| Answers | Your Answer |
| It refers to a request for legal advice or consultation. | |
| Service requests in Creatio are primarily related to marketing campaigns and promotions | |
| A case generated as a routine aspect of service operations. For instance, a request for setting up a new user's workstation or configuring phone services. | |
| Service requests involve only urgent, high-priority tasks such as system outages. | |
| A Service request in Creatio refers to a customer complaint or grievance. |
What is predictive case routing?
| Answers | Your Answer |
| Predictive case routing in Creatio relies solely on manual assignment by operators without leveraging AI or machine learning algorithms. | |
| Predictive case routing involves randomly assigning cases to available agents without considering their skills or workload. | |
| Predictive case routing relies on historical data and machine learning algorithms to anticipate which agent is most likely to resolve a case successfully. | |
| It refers to routing cases based solely on the geographical location of the customer or the agent. | |
| Predictive case routing in Creatio uses AI to automate initial case processing by predicting and assigning the appropriate support team based on email content analysis and historical data, optimizing efficiency in case management. |
How does the Services section in Creatio enhance service management?
| Answers | Your Answer |
| The Services section in Creatio is primarily used for storing customer feedback related to service experiences. | |
| The Services section in Creatio helps manage all services provided by your company, assign them to teams, set response and resolution times | |
| You can use the Services section in Creatio to schedule employee vacations and time off related to service tasks. | |
| The Services section in Creatio is used exclusively for scheduling employee breaks and lunch times. |
How does Creatio handle incoming "junk" emails to optimize agent productivity?
| Answers | Your Answer |
| "Junk" emails can only be processed manually. | |
| Creatio can process incoming “junk” emails, such as spam, auto-replies, and internal emails, to ensure that agents do not spend time on them. | |
| Agents are required to manually review and categorize each "junk" email upon receipt. | |
| "Junk" emails are flagged but still require agents to verify and resolve them manually. | |
| Creatio automatically assigns "junk" emails to high-priority support queues for immediate attention. |
What should a support agent do if a case cannot be resolved at their level?
| Answers | Your Answer |
| Escalate the case | |
| Cancel the case | |
| Close the case | |
| Delete the case | |
| Reclassify the case |
What are some of the key features and capabilities of the Case Management app in Creatio?
| Answers | Your Answer |
| The Case Management app offers service management, multi-channel communication, case registration, incident priority setting, customer feedback requests, and SLA management. | |
| The Case Management app automatically generates marketing content for social media posts. | |
| The Case Management app can be used to develop and deploy custom mobile applications for customers. | |
| The Case Management app includes a built-in game for customer engagement. | |
| The Case Management app includes tools for managing physical office space and seating arrangements. |
Which of the following is a type of service agreement in Creatio?
| Answers | Your Answer |
| TSA – Technical Support Agreement | |
| SLA – Service Level Agreement | |
| OLA – Operational Level Agreement | |
| UC – Underpinning Contract | |
| MSA – Master Service Agreement |
What is the case “response time” in the Creatio terminology?
| Answers | Your Answer |
| Period from case registration to when an agent starts processing the case | |
| Period from case registration to case resolution | |
| Period from starting to process a case to resolution of the case | |
| Case registration time as per user time zone | |
| Case registration time as per the time zone of the support team |
How do you add a new case in Creatio? Select all that apply.
| Answers | Your Answer |
| Creating a case by scanning a QR code. | |
| By external users: External users can register a case on their own | |
| From incoming calls using the communication panel. | |
| Creatio automatically registers a new case for any valid incoming email that is not already associated with an existing case thread. | |
| Manually in the Cases section. |
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4. No-code customization
Score: 34
Which Creatio users have access to the mobile app functionality?
| Answers | Your Answer |
| Portal administrators only | |
| System administrators and System users only | |
| Main application users with the system administrator permissions only | |
| To all Creatio users | |
| External B2B portal users only |
How can a user select a report available for printing?
| Answers | Your Answer |
| In the [Printables] lookup | |
| In the Application Hub | |
| In the [Message templates] section | |
| In the [Report setup] section | |
| In the section list page or on the record page in sections, for which reports are configured |
How many workplaces can display the same section?
| Answers | Your Answer |
| Unlimited | |
| No more than 5 | |
| Depending on the corresponding system setting | |
| Only one | |
| Three workplaces, including the portal one |
How do you assign Desktop permissions in Creatio?
| Answers | Your Answer |
| You can assign permissions via the Object permissions | |
| The Desktop is visible to all users | |
| You cannot manage Desktop permissions, they are configured by default | |
| You can assign user permissions in the Desktop designer | |
| You can assign separate user permissions for each element on the Desktop |
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5. BPM tools
Score: 23
What is a business process? Select the option that describes it best.
| Answers | Your Answer |
| A business process is an action that needs to be performed by a specific employee at a specific time | |
| A business process is a certain sequence of steps that allows to achieve specific result | |
| A business process is a set of task performed by business users | |
| A business process is any set of actions performed by user at his own discretion to solve a task |
Where do you view the process execution history in Creatio?
| Answers | Your Answer |
| The [Change log] section | |
| The [Process library] section | |
| The [Activities] section | |
| The [Process log] section | |
| The [Business process tasks] tab of the communication panel |
What do you use intermediate events for?
| Answers | Your Answer |
| To branch out the process | |
| To terminate a process | |
| To launch a process | |
| To wait for specific trigger events or interaction between multiple business processes |
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6. Administration
Score: 34
Which DBMS does Creatio support? Select all that apply.
| Answers | Your Answer |
| Oracle DB | |
| MySQL | |
| PostgreSQL | |
| Microsoft SQL |
What is the purpose of the [Lookups] section?
| Answers | Your Answer |
| Managing section details | |
| Storing information about the provided services and their specifications | |
| Managing system objects that store pre-set values for the specific type of fields in Creatio | |
| Setting up reports based on Creatio data | |
| Creating email templates for marketing purposes |
What is the purpose of the [Audit log] section in Creatio?
| Answers | Your Answer |
| Storage of information about adding, editing, and deleting data in Creatio | |
| Registering financial metrics, account reports, and tax inspection results | |
| Automatic registration of changes in the role structure, access permissions, system settings, and user authorization | |
| Storage of information about the interaction of system users with external applications | |
| Storage of information about system administrators’ actions |
What is a “portal” from the Creatio standpoint?
| Answers | Your Answer |
| A community where Creatio developers exchange their expertise | |
| A component that provides secure and managed limited access to Creatio data and functionality to internal and external users (e.g., customers, partners, contractors, stakeholders, etc.) | |
| A separately designed Creatio messenger used by the support team | |
| A component that provides a way to manage opportunities for Creatio partners | |
| A communication channel for the support lines of different levels |
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7. Service Delivery management
Score: 22
What is a "base package" in Creatio?
| Answers | Your Answer |
| A package that is used for transferring changes between configurations | |
| Packages that store database data | |
| One or more packages that deliver default Creatio features and functions |
What is the most correct approach to organizing the development of design solutions on the Creatio platform?
| Answers | Your Answer |
| It is recommended to use 2 environments (testing and production) for all types of deployment | |
| It is recommended to use 3 environments (development, testing and production) in case of on-site deployment, and 2 environments (testing and production) in case of cloud deployment | |
| It is recommended to use the production environment for development, since package mechanics allows development without the threat of disrupting product operation |
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8. Relational data modeling
Score: 11
You are managing an artisan workshop that allows artisans (referred to as Contacts) to borrow tools to work from home. You already have the "Tools" section. You need to track which tools are currently held by an artisan. Describe the simplest and most effective way to achieve this.
| Answers | Your Answer |
| Add the "Tools" lookup on the Contact page. | |
| Create a data model that will include both artisan and tool columns. Register it as a section to track the tools allocation. | |
| Add "current artisan" column to the "Tools" data model. Then add "Tools" list to the Contact page and filter that list by "current artisan" column. | |
| Create a data model and use it as a detail on the "Tool" to track this information. |
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