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1. Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?
A) Create a named event to file each end point of the guide.
B) Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
C) Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
D) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
E) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.
2. Your customer has designed a guideto explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?
A) Website link survey
B) Broadcast survey
C) Polling survey
D) Transactional survey in rules
3. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?
A) Update the standard text with the changed address and phone numbers.
B) Update variables with the changed address and phone numbers.
C) Create variables with the current address and phone numbers.
D) Create custom fields for the address and phone numbers.
E) Update customfields with the changed address and phone numbers.
F) Create the standard text with the current address and phone numbers.
4. A customer is using standard reports within the analytics module. Which two can be edited in a standard report?
A) schedules
B) graphs
C) column headings
D) permissions
E) report headings
F) non-selectable filters
5. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?
A) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
B) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
C) Agents can use the Fill Inbox functionality to select any of the three queues.
D) Agents will get incidents only from the ql queue.
問題與答案:
問題 #1 答案: A,D | 問題 #2 答案: A | 問題 #3 答案: A,F | 問題 #4 答案: A,E | 問題 #5 答案: C |
74.207.229.* -
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