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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