1z0-465 3/4

Your customer has linked products and dispositions together on their site. On the agent’s incident workspace the list of dispositions is not being filtered. Select the two actions that will assist in troubleshooting this issue.

When an incident is opened, your customer would like to have different 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?

Your customer has asked that all incidents be “scanned” for words that may revolve around product defects and injures so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not available, and accepts that they will be false positives and a margin for error. They have provided you he following words to be “scanned”: - Mouth, Jaw, Cheek, Jowl, Chin, Oral, Palate The customer requires the following: - Match whole words only - All valid words must be preceded with a space. - All valid words must be spelled correctly. - All words must be directly followed by a meta character ( , . ' " ; : {space} ! ? & ) not including the parenthesis You decide to use a regular expression to search for these words in all incoming emails. ^mouth [ , | . | ’ | ” | ; | : | | ! | ? | & ] | \ jaw [| , | . | ‘ | “ | : | ! | &] | \ cheek [ , | ‘ | ; | : || ! | ? | &] | \ jowl [ , | . | ‘ | ; | | !| ? | &] | \ chin$ [ , | . | ‘ | “ | ; | | ! | ? | & ] | \ oral [ , | . | ‘ | “ | : | | ? | & ] | \ pallate [ , | . | ‘ | “ | : | | ! | ? | &] | \ Identify the three words that will be correctly matched to this regular expression.

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.

Which three expressions use proper syntax?

Select the six actions that initiate the business rules engine to run its configured logic.

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

Identify which option describes a valid use of the disposition field.

Your customer ships packages directly to customers using a track able shipping method. When an order is shipped, a tracking number is saved in an incident custom field. In order to quickly respond to customer’s questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked. The custom field details are below: - Name: Tracking ID - Data Type: Text Field - Usage: Plain Text - Default Value: Null - Size of Field: 13 - Column Name: tracking_id - Custom Field ID: 87 The URL customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id= Of the available options, select the one that satisfies your customer’s request.

Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers. These incidents would be identified by specific terms in the subject line. Select three steps needed to accomplish this.

Your customer has five different incidents queues: - Help - Tier 2 - Escaped - Accounting - VIP The Help and VIP queues have the quickest response goals. Which two configurations will ensure that an agent’s profile pulls incidents assigned these queues first using a single agent profile?

You have created a custom widget for a customer portal page, and the widget needs to be styled based on your customer’s branding guidelines. Identify the location where the CSS file must be placed within the file structure.

Your customer wants to put the information in the “answer” section of their knowledgebase article as more important than the information in the “subject” section. What two system configuration settings can be modified to increase the value of the phrases in the “answer” versus the “subject” during a search from either customer portal of the agent desktop?

Your customer has over a thousand answers in their knowledgebase. The keyword search report shows that some end customers are searching, using a misspelled word returning zero results. The client does not want to edit all the answers to fix this situation. Choose the option that will fix your customer's issue.

Incident #120703-002539 was submitted on Tuesday, July 3, 2012 at 1:00 pm. At what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?

Your customer requested that you create a new report and make it available in the agent’s navigation set. You create the report and add it to the agent’s navigation set. However, the agents cannot see the new report. Select three actions you must perform to identify the reason the report does not display for the agents.

Your customer’s site consists of four business units using four different interfaces. To avoid any configuration changes affecting other business units they have created four test environments for all system changes to be deployed and tested for each business unit before moving and changes into production. Following the standard deployment method, how many deployments (excluding the copy between environments) must take place for the changes to be live in production, if they are customer portal changes for each of the four interfaces on each of the four environments?

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.

Your customer is using standard statuses, status types, and the standard agent “My Inbox” report. Which two incident status types will show up in the agent’s “My Inbox” report?

Select the two statements that describe reasons why you would link products to categories.