QUESTION NO: 1
When building an agent script with the pages and page structure as shown below, you need to take an agent from Page 3 to Page 1. There is no navigation menu in the script because you are controlling it with rules.
Which two rule actions can be used to meet this requirement? (Choose two.)
When building an agent script with the pages and page structure as shown below, you need to take an agent from Page 3 to Page 1. There is no navigation menu in the script because you are controlling it with rules.
Which two rule actions can be used to meet this requirement? (Choose two.)
Correct Answer: D,E
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QUESTION NO: 2
Your customer has asked you to create a report that shows all incidents opened within the past month. The report should show the following columns:
* Number of incidents opened in the past month
* Number of incidents opened in the past week
* Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns? (Choose two.)
Your customer has asked you to create a report that shows all incidents opened within the past month. The report should show the following columns:
* Number of incidents opened in the past month
* Number of incidents opened in the past week
* Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns? (Choose two.)
Correct Answer: B,C
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QUESTION NO: 3
You want to implement a privileged list of answers on the customer portal but answers with the Access Level you have created are showing up for all customers.
What change can you make with the Answer Access Level shown to make it function correctly?
You want to implement a privileged list of answers on the customer portal but answers with the Access Level you have created are showing up for all customers.
What change can you make with the Answer Access Level shown to make it function correctly?
Correct Answer: B
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QUESTION NO: 4
Your customer wants you to separate their contact records by department.
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. (Choose four.)
Your customer wants you to separate their contact records by department.
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. (Choose four.)
Correct Answer: B,D,E,F
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QUESTION NO: 5
You are working with multiple interfaces.
Which four objects/items are shared across interfaces? (Choose four.)
You are working with multiple interfaces.
Which four objects/items are shared across interfaces? (Choose four.)
Correct Answer: A,C,F,H
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QUESTION NO: 6
Your customer has asked you to create a report that will need to be sent to the executive management.
None of the recipients of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken? (Choose two.)
Your customer has asked you to create a report that will need to be sent to the executive management.
None of the recipients of this report has access to the system, and the same monthly report should be delivered to all recipients.
The management team frequently changes and your customer does not want to alter the report schedule after configuration.
After creating the report what two additional steps need to be taken? (Choose two.)
Correct Answer: D,E
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QUESTION NO: 7
Your customer wants to search and reply to comments made on their company's "Fan page." Which two items are required to accomplish this? (Choose two.)
Your customer wants to search and reply to comments made on their company's "Fan page." Which two items are required to accomplish this? (Choose two.)
Correct Answer: A,C
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QUESTION NO: 8
In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?
(Choose two?)
In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?
(Choose two?)
Correct Answer: A,F
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QUESTION NO: 9
Your customer has performed a search on the knowledgebase and has stated that they are getting strange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.
How can you increase the value of the word "widget" in the knowledgebase search results?
Your customer has performed a search on the knowledgebase and has stated that they are getting strange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.
How can you increase the value of the word "widget" in the knowledgebase search results?
Correct Answer: C
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