Question

You are a customer service agent that uses Unified Service Desk (USD). You search for a customer.

You select a customer record from the search results and open the customer record. How many sessions are created?
A. 0
B. 1
C. 2
D. 3

Answer 1

When searching for a customer and opening their record in Unified Service Desk, two sessions are created: the USD session and the CRM session.

Step-by-step explanation:

When using Unified Service Desk (USD), the act of searching for a customer and opening their record creates two sessions. The first session is the USD session, which provides the interface for the customer service agent. The second session is the CRM session, which is created when the customer record is opened. These two sessions allow the agent to navigate through the CRM system and perform actions on the customer record.