After an implementation of a Chinese knowledge base, your customer notices there are some Search terms that are not found when searching through the knowledgebase under any use case. You have verified that there are answers for the search terms being searched, but you also verify that answers are not being returned correctly. Identify the configuration change you would make to mitigate this problem.
Update answer keywords
Verify that all sections of the target answer(s) contain the search terms you're looking for.
Create hidden div tags inside the answer's question section to promote the matching of a given target search term that isn't being matched.
Create entries for the word and its syntax in the dictionary file.
Create alias and thesaurus entries with the correct target search terms.
In which two sections of the Customer Portal is the Guided Assistance widget available for end customers? (Chose two?)
The answers detail page.
The answers list page only
Any page the customer wants it placed
The popular answers list page
They are only available when using smart assistant.
Ask a Question
Your customer runs a 24/7 call center and has a policy stating that incidents that aren't solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent. Which two actions will accomplish this? (Choose two.)
The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to null.
The agent reassigns each incident to another agent before they log off.
Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.
Create a workspace rule that sets the Assigned field to null when an agent logs out.
Your customer had previously allowed their end customers to be able to submit incidents only via an email mailbox into Outlook. Now that they are deploying Customer Portal, they still need to allow emails to be submitted and have an incident created. What two items must be enabled to meet this requirement? (Choose two.)
EGW_SECURE_UPDATE_ENABLED
EGW_UPDATE_BY_CREATE
EGW_ENABLED
EGW_AUTO_CONT_CREATE
EGW_SAVE_EMAIL_HEADERS
Which three actions must be performed to be able to configure Social Monitor? (Choose three.)
Set up a Social Monitor search schedule.
Add or update a list of favorites.
Add or update staff accounts to use profiles that include Social Monitor permissions.
Add or update profiles to include permission to add Themes and Clustering.
Add or update profiles to include Social Monitor permissions.
Add or update navigation sets to include the Social Monitor navigation button and component.
Incidents received via email cannot be reopened after the MYQ_REOPEN_DEADLINE has expired. What is the time default set by this configuration?
120 days (4 months)
720 hours (30 days)
365 days (1 year)
168 hours (7 days)
Your customer wants you to create a "Team Member" custom object that will allow more than one agent to be assigned to a given incident and they want the agents to have an inbox report that shows both the incidents they are the Primary agent and the incidents they are a Team Member. From the following list, which report table structure is necessary?
from the Incidents Table, an Inner Join to the (Assigned) Accounts table, and an Outer Join to the Team Member table
from the Incidents Table, an Inner Join to the (Assigned) Accounts table, and an Inner Join to the Team Member table
from the Incidents Table, an Outer Join to the (Assigned) Accounts table, and an Outer Join to the Team Member table
from the Incidents Table, an Outer Join to the (Assigned) Accounts table, and an Inner Join to the Team Member table
Your customer was reviewing published answers in their knowledgebase. They noticed that several of the answers had irrelevant answers listed in the "Answers others found helpful" section of the answer detail page. What step is required to eliminate the individual irrelevant answers?
Block the irrelevant answers from Learned Links.
Remove the related answers widget from the Customer Portal page.
Remove the irrelevant answers from manually related answers.
Delete the irrelevant answers from Sibling Answers.
Select two true statements about chat. (Choose two.)
Before you can delete a chat session queue that is used in a business rule, you must first edit the rules so they no longer use the queue.
A guided assistance control is not available in a custom chat workspace.
To maintain all chat records, change the agedatabase setting CHATS_PURGE_DAYS to 0.
Variables cannot be used.
If the transfer option is enabled, a chat can be transferred to a queue or another agent.
When an incident is opened, your customer would like to have different incident workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page. When designing the workflow used to complete this requirement, which three elements are necessary? (Choose three.)
Decision
Load
Entry Point
Set Fields
Workspace
Your customer wants to send out a post incident survey using a business rule. Which two options would prevent them from completing their rule? (Choose two.)
The rule contained a Send Email Response to Sender action within the Then statement.
No transactional survey has been created, so the "Send Transaction Survey" action is not available.
A "Transition State" action was added in the rule before the "Send Transaction Survey" was added so the action button is no longer available.
The "IF" condition section includes a check of the previous status.
The rule was created in a function state as opposed to a normal rule state.
During your customers' busiest hours, it is common for a supervisor to move agents from one queue to another to attend to more critical incidents. Which four options allow the supervisor to meet this Requirement? (Choose four.)
The supervisor could include or exclude queues from the agent's profile and the agent can log out and log back in.
The supervisor adds a business rule that sets the queue.
The supervisor could manually change the queue of a group of incidents to the queue the agents are working.
Agents have access to a custom report that can filter and display all queues as directed by the supervisor.
The supervisor can delete a queue, so any incidents in that queue will requeue.
Agents can remove SLAs from the Organization records.
Agents can log out of the console and log in again with a different user account with access to the needed queue.
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.)
Create a navigation set that includes the "department" custom field.
Create a "department" custom field in the incident table.
Set the custom field data type to Text Field.
Update the Contact Workspace with the new "department" custom field.
Create a "department" custom field in the contact table.
Add a name and a column name for the new custom field.
Some chat agents need more time between chats. What are three ways to accomplish this? (Choose three.)
Agent adjusts Stagger Incoming Chats (Seconds) in Options Communication Center.
Administrator increases the wrap up time.
Agents increases Max Chat sessions.
Administrator sets chat workspace to close automatically after chat terminates.
Agent declines a chat offered.
Your customer has decided to enable an existing Custom Object to be used by the new "Tech Support" profile. Which two options outline the steps that will enable the "Tech Support" profile to utilize the custom object? (Choose two.)
Update profile permissions/deploy custom object/add to workspace
Update custom object permissions/update profile permissions/deploy custom object
Update custom object permissions/deploy custom object/add to workspace
Update profile permissions/add to workspace
Update custom object permissions/add to workspace
You are asked to identify how a question has been scored upon a search result. While researching the question, you identified possible answer attributes to review. Identify three items that affect the score of the answer and, therefore, should be reviewed. (Choose three.)
Status
Question
Access Level
Categories
Summary
Your client decides not to use Groups when setting up staff accounts. You are positive that groups should be set up. Therefore, you need to explain the advantages to your client. Select two advantages of setting up groups. (Choose two.)
routing incidents to groups with business rules
assigning incident queues to a Group
displaying group performance with analytics reports
deactivating staff groups
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.)
Update the permissions for the report to include the executive team.
Create a dashboard for the report.
Create and add the distribution list to the schedule.
Set up staff accounts for the executive team.
Send a notification to the executive team that the report is available.
Create a schedule record for the report.
Your customer wants to set CI_HOURS to 720 but they don't want to notify customers when the incident status automatically changes. Which Contact Email Message should be turned off?
Incident Solved
Incident Waiting
Incident Closed
Incident Unresolved
Question Receipt
Rule Email
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?
8
1
6
3
5
