Identify the three options available on the deployment screen in customer portal.
A. Rollback
B. Stage
C. Develop
D. Production
E. Promote
A customer wants to change the following text on the receipt and asksubmitpage:
"Thanks for submitting your question. Use this reference number for the follow up:
#120728-000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?
A. Run a message base report and search for the text string you want to change.
B. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
C. Look for the message in the receipt email body.
D. Submit an incident to customer care.
Your client has VIP customers (all of which have a custom contact field of VIP to `Yes'). They want to offer these customers a higher priority service on Chat.
You intend to do thiswith aVIP queue.
Which three steps do you also need to perform?
A. Create chat rules so that contacts with the VIP field set to `Yes' are quoted to the VIP queue.
B. Add the VIP queue to the profile of the agents that are taking chats.
C. Set the Pull Policy to manual.
D. Move the VIP queue to the top of the top queue list.
E. Create incident rules so that contacts with the VIP field set to `Yes' are routed to the VIP queue.
F. Create a rule to set an SLA.
Your customerhas requested a workflow with the following requirements:
All workflows have a return event thatallows users to exit the workflow Every return eventleads to a wrap up script thatis positionedjust before theincident workspace Every exit takes the agent to theincidentworkspace Thereisa"return to script" button on the workspace to take the agent to a workspacelisting all availablescripts.
Identify the requirement that could not be met.
A. The workflow must take the agent to an incident workspace to finish their work.
B. The workflow must allow the agent to restart the workflow from the ending Initial workspace.
C. There must be a single script that all agents see to finish their conversation with the end customer.
D. The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.
How many levels can Products, Categories, and Dispositions have in each hierarchy?
A. 2
B. 3
C. 4
D. 5
E. 6
Your customerhas team leads who are responsible for creatingbusiness rules and managingstaff accounts.However, they should not beallowed to create or modify any profiles.
Which two options should be used to configure the Navigation Set for these team leads?
A. Keep the default Configuration items in the Configuration pane and let the profile handle this.
B. Create a navigation set that only has "Rules" and all "Staff Management" items in the configuration pane.
C. Add the Configuration item of Rules, and Staff Account by Group report into Home Tab and remove the default Configuration pane.
D. Add the Configuration items of Workspace/Workflows, Rules, and Staff Account by Group Report into the Home Tab and remove default Configuration pane.
In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?
A. Ask a Question
B. The answers list page only
C. Any page the customer wants it placed
D. The answers detail page
E. The popular answers list page
F. They are only available when using smart assistant
Identify which option describes a valid use of the disposition field.
A. Describe the topic of knowledgebase answers
B. Describe the classification of incidents
C. The customer selected the nature of the question
D. Describe the status of the customer question
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?
A. SRCH_ATTACH_WEIGHT
B. SRCH_SUBJECT_WEIGHT
C. SRCH_BODY_WEIGHT
D. SRCH_KEY_WEIGHT
E. SRCH_PROD_WEIGHT
F. SRCH_CAT_WEIGHT
G. SRCH_DESC_WEIGHT
Within the password configuration settings what does the grace period control?
A. The number of days after an account is locked when the user can request an online reset of his password
B. The number of days a notice is sent to the user before his password expires
C. The number of days after a password expires that the user can still log in before the account is locked
D. The number of days before a manager is noticed of a locked account
