Test-CX-01

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.

In which two sections of the Customer Portal is the Guided Assistance widget available for end customers? (Chose two?)

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.)

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.)

Which three actions must be performed to be able to configure Social Monitor? (Choose three.)

Incidents received via email cannot be reopened after the MYQ_REOPEN_DEADLINE has expired. What is the time default set by this configuration?

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?

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?

Select two true statements about chat. (Choose two.)

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.)

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.)

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.)

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.)

Some chat agents need more time between chats. What are three ways to accomplish this? (Choose three.)

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.)

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.)

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.)

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 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?

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?