Your customer has special business process where their agents will put incidents into a waiting status for a period of one week on a regular status basis. Your customer would like these incidents to remain in the waiting status until the agent has finished researching the incidents(s). Your customer does not want these incidents to close until 7 calendar days have passed. Which configuration setting needs to be modified form its default value in order to prevent the system from closing the waiting incident automatically?

• DORMANT_INCIDENTS

• CI_WAITING_CALC_DAYS

• CI_HOURS

• PURGE_DELETE_INCIDENTS

• MYQ_REOPEN_DEADLINE

Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy. Select the two statements that would satisfy these requirements.

• Use the product field to identify the services and the disposition field to identify the customer’s incident type of help.

• Use the product field to identify the services and the category field to identify the customer’s incident type of help.

• Use the product field to identify the services and an incident custom field to identify the customer’s incident type of help.

• Use the category field to identify the customer’s incident type of help, and an incident custom field to identify the services.

Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company. Your customer is not sure what they need to do to keep from deleting data for agents that have left the company. Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

• Disabled from Assignment

• Disabled from Assignment and Report Filters

• Permanently Disabled

• Do not disable, but lock the staff account

• Reassign the old incidents to another staff accounts called Former Employee

Referring to custom fields in the system, identify the column identifier that indicates it is a custom field

• CO$

• C$

• RN$

• CF$

• $C

Identify the seven data types that are available as custom fields.

• Text Area

• Integer

• Date Field

• Currency

• Date/Time

• Text Field

• Yes/No

• Menu

• Float

• Multi Select Menu

Within the password configuration settings what does the grace period control?

• The number of days after an account is locked when the user can request an online reset of his password

• The number of days a notice is sent to the user before his password expires

• The number of days after a password expires that the user can still log in before the account is locked

• The number of days before a manager is noticed of a locked account

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?

• Add values to the Score field in the Survey Questions.

• Ensure the survey's questions are included In the "Chat Survey Score" report.

• Update the Filters in the report.

• Change the Survey questions to a Matrix type.

• Refresh the Chat Survey report.

• Change the format of the Average Score.

Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

• Right justify all field labels on the workspace

• Copy the value in the Queue menu to a custom field.

• Conditionally hide specific product items based on the logged in staff account's profile.

• Focus on a specific workspace tab based on the value of a custom field.

• Change the color of the Banner Flag based on the incident's severity.

Your customer has five active agents, one agent profile, three products, and three incident queues (queue1, queue2, and queue3). Their incidents are directed to each queue based on their three products. Each product is assigned a unique queue. The priority of queue to be worked are queue 1, queue2, and queue3. Identify which two items will solve this problem.

• Change the full policy for the agent profile to manual and instruct at least one of the agents to pull queue3

• Change the pull policy for the agent profile to "First Due."

• Create an escalation rule for the agent profile to “First Due”.

• Create a new agent profile that has a reverse queue order and assign at least one agent to the new profile.

Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

• Response Message

• SLA Instance

• Severity

• Disposition

• Source

Your customer would like to have the default search report (Answers – Complex Expression Search Default) on their customer portal page altered with the following requirements.
- They want the New and Update tags to be displayed for only 7 days.
- They want to display the Answer’s score.
Identify the two options that will enable you to complete the requirements.

• Delete the exceptions for New and Updated

• Unhide the computed score (solved) column.

• Change the variables for $new and $updated.

• Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.

• Insert the score (solved count) columns.

Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent. Which three of your customer's requirements can be fulfilled through the use of interface configuration?

• All emails sent must have the incident reference number at the beginning of the subject.

• All emails sent must contain the response of the agent and not the customer's thread.

• Incident messages shouldn't be sent.

• Receipt messages shouldn’t be sent.

• All emails sent must be in HTML format.

Identify the four guidelines that are relevant with regard to web accessibility.

• Support increased text sizes.

• Ensure color alone is not used to convey content.

• Avoid background sound.

• Ensure no underlined content exists.

• Provide multiple methods for finding content.

• Ensure all alternate text is unused.

Your customer was reviewing published answers in their knowledgebase. They noticed that several of the answers had irrelevant answers listed in the “Answers other found helpful” section of the answer detail page. What step is required to eliminate the individual irrelevant answers?

• Remove the related answers widget from the Customer Portal page.

• Remove the irrelevant answers from manually related answers.

• Block the irrelevant answers from Learned Links.

• Delete the irrelevant answers from Sibling Answers.

Your customer has created a new script and has deployed it to the agents in their call center within their incident workflow. They have noticed an issue that all of their agents cannot end the script of the places that were designed to. Identity the two reasons for this.

• There are no exit or finished events being triggered on the script pages.

• The agents cannot get to the pages where they can end the script.

• There are no return events listed in the incident workflow for the script to use.

• There are no script beginning and ending buttons enabled for the script pages.

Your customer is going to have three brand-related incident queues. They need to do an order routing of incidents created through an email channel to different queues. Identify the correct options to configure your routing rules for initial routing.

• Create a rule to route to each brand queue from the corresponding service mailbox in the “progress” state.

• Create a rule where if a subject contains the brand name, it should be routed to a brand queue.

• Create a rule to route to each brand queue from the corresponding service mailbox in the “initial” state.

• Create a rule where the sender’s domain = a branch, route the incident to the matching brand.

Your manager asks you to create a report that shows every Staff Account and how many open incidents have been assigned to them. Which report definition meets this criteria?

Your customer has two different types of end customers that will be visiting their knowledgebase website. The types are “public customers” and “registered customers”. They would like to present additional knowledgebase answers to the registered customers. Choose the two statements required to set up this type of environment.

• Set up an access level without customer visibility and assign it to the registered customer answers.

• Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.

• Create special Products and Categories for the registered customer answers.

• Set up an access level without customer visibility and assign it to all the customer answers.

• Create a special public answer status for the registered customer answers.