QUESTION NO: 1
Your customer wants you to separate their contact records by development.
You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.
Select the four steps to accomplish this.
Your customer wants you to separate their contact records by development.
You determine that to enable this functionality, you need to implement a new custom field, and that the field will need to be available to agents to enter and maintain the values.
Select the four steps to accomplish this.
Correct Answer: B,D,E,F
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QUESTION NO: 2
When using standard reports within the Analytics module there is a limit to what can be edited in each report.
Select the two items that are editable on a standard report.
When using standard reports within the Analytics module there is a limit to what can be edited in each report.
Select the two items that are editable on a standard report.
Correct Answer: D,F
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QUESTION NO: 3
What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10.
What is the maximum number of special characters that can be required in a password in addition to having lower and uppercase letters, two numbers, and a maximum character length of 10.
Correct Answer: B
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QUESTION NO: 4
You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.
You log in with your original credentials and add the navigation sets.
When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.
Why can't you see the navigation set that should be displayed?
You customer has added a new interface and requests that you set up three navigation sets and associate them with three profiles.
You log in with your original credentials and add the navigation sets.
When you edit the profile and select the dropdown for the new navigation set you don't see the navigation sets you just added.
Why can't you see the navigation set that should be displayed?
Correct Answer: B
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QUESTION NO: 5
Your customer would like you to create a workflow following these requirements:
Requirement 1: The workflow will allow the agent to switch between workspaces by clicking the "Select Workspace" button.
Requirement 2: The agent can launch the script both within the workspace as well as by leaving the workspace while still inside the workflow.
Requirement 3: The workflow must capture all phone data provided to the agent in their desktop softphone application.
-DSN -ANI -Language -Exit reason -Transfer From -Transfer Notes
Requirement 4: If a contact record exists, the workflow must load the contact found as the contact for the incident.
Requirement 5: If a contact record is not found, the contact will be created with all the data captured from softphone.
Your customer is not willing to purchase or deploy custom objects to manage any data coming from their CTI integration.
Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality.
Your customer would like you to create a workflow following these requirements:
Requirement 1: The workflow will allow the agent to switch between workspaces by clicking the "Select Workspace" button.
Requirement 2: The agent can launch the script both within the workspace as well as by leaving the workspace while still inside the workflow.
Requirement 3: The workflow must capture all phone data provided to the agent in their desktop softphone application.
-DSN -ANI -Language -Exit reason -Transfer From -Transfer Notes
Requirement 4: If a contact record exists, the workflow must load the contact found as the contact for the incident.
Requirement 5: If a contact record is not found, the contact will be created with all the data captured from softphone.
Your customer is not willing to purchase or deploy custom objects to manage any data coming from their CTI integration.
Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality.
Correct Answer: A,C,D
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QUESTION NO: 6
Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero.
What two steps will correct this?
Your customer's "Chat Survey Score" report contains valid records; however all of the average scores to be zero.
What two steps will correct this?
Correct Answer: B,D
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QUESTION NO: 7
Your customer has requested a workflow with the following requirements:
-All workflows have a return event that allows users to exit the workflow -Every return event leads to a wrap up script that is positioned just before the incident workspace -Every exit takes the agent to the incident workspace -There is a "return to script" button on the workspace to take the agent to a workspace listing all
available scripts.
Identify the requirement that could not be met.
Your customer has requested a workflow with the following requirements:
-All workflows have a return event that allows users to exit the workflow -Every return event leads to a wrap up script that is positioned just before the incident workspace -Every exit takes the agent to the incident workspace -There is a "return to script" button on the workspace to take the agent to a workspace listing all
available scripts.
Identify the requirement that could not be met.
Correct Answer: A
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QUESTION NO: 8
View the Exhibit.
Your customer has "Gold" level SLAs being applied to organization automatically with an organization rule.
After six months the business decides to reduce the turnaround time for the response.
Instead of responding in 24 hours yours agents need to respond to the end customers within the
business hours.
You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a
24 hours response time.
Which statement is correct?
View the Exhibit.
Your customer has "Gold" level SLAs being applied to organization automatically with an organization rule.
After six months the business decides to reduce the turnaround time for the response.
Instead of responding in 24 hours yours agents need to respond to the end customers within the
business hours.
You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a
24 hours response time.
Which statement is correct?
Correct Answer: C
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