Your customer ships packages directly to customers using a trackable shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customers' 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:
The URL your customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id=
Of the available options, select the one that satisfies your customer's request.
A. https://widgetshippers.com/trackyourpackage?id=$p_icf_87
B. https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
C. https://widgetshippers.com/trackyourpackage?id=c$tracking_id
D. https://widgetshippers.com/trackyourpackage:id=incidents.c$tracking_id
E. https://widgetshippers.com/trackyourpackage?id=$icf_c$tracking_id
Your customer wants to use a single workflow for all profiles and has asked you to create a workflow that follows different workflows for different agents based on profile.
Your workflow starts with a script to identify the type of record the agent will be working on before it can split into different workflows.
Which two items enable you to accomplish this? (Choose two.)
A. Connector Events
B. Decision Object
C. Named Event
D. Connector Condition
E. Set Field
Your customer has two types of end customers that will be visiting their knowledgebase website: public
customers and registered customers.
They would like to present additional knowledgebase answers to the registered customers.
Choose the three statements required to set up this type of environment. (Choose three.)
A. Create a special public answer status for the registered customer answers.
B. Ensure registered customers sign in to the knowledgebase website.
C. Set up an access level without customer visibility and assign it to the registered customer answers.
D. Create special Products and Categories for the registered customer answers.
E. Set up an access level without customer visibility and assign it to all the customer answers.
F. Ensure each registered Customer has the correct service level with this access level assigned to their account.
Your customer would like to set up the following configuration:
If (or when) a customer replies to an agent's response to their original question, the end customer's
incident must be assigned to any available agent.
The current setup leaves incidents assigned to the responding agent.
Select two configurations to enable the assignments to be correct.
A. Escalate the incident after an hour in incident rules.
B. Remove the incident agent assignment in incident rules.
C. Assign the incident to the agent group in incident rules.
D. Email the incident details to the agent group in incident rules.
E. Enable the incident queue for "Round Robin logged in."
F. Set the response option for reassign on response to "No Change."
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?
A. Block the irrelevant answers from Learned Links.
B. Remove the related answers widget from the Customer Portal page.
C. Remove the irrelevant answers from manually related answers.
D. Delete the irrelevant answers from Sibling Answers.
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?
A. from the Incidents Table, an Inner Join to the (Assigned) Accounts table, and an Outer Join to the Team Member table
B. from the Incidents Table, an Inner Join to the (Assigned) Accounts table, and an Inner Join to the Team Member table
C. from the Incidents Table, an Outer Join to the (Assigned) Accounts table, and an Outer Join to the Team Member table
D. from the Incidents Table, an Outer Join to the (Assigned) Accounts table, and an Inner Join to the Team Member table
Your customer would like supervisors to use a Multi-Edit workspace when updating incidents for their agents.
Which four fields are available for edit on the incident Multi-Edit workspace? (Choose four.)
A. Assigned. Queue
B. Organization
C. Channel
D. Email Address
E. Post code
F. Language
A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for follow up:#120728-000001
A member of our 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 did not know which message base you need to edit? (Choose two.)
A. Submit an incident to customer care.
B. Look for the message in the receipt email body.
C. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
D. Run a message base report and search for the text string you want to change.
Your customer has asked that all incidents be "scanned" for words that may revolve around product defects and injuries so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not attainable, and accepts that they will be false positives and a margin for error.
They have provided you the following words to be "scanned":
1.
Mouth
2.
Jaw
3.
Cheek
4.
Jowl
5.
Chin
6.
Oral
7.
Palate
The customer requires the following:
You decide to use a regular expression to search for these words in all incoming emails.
^mouth[,|.|'|"|;|:| |!|?|and]|\ jaw[,|.|'|"|;|:| |!|?|and]|\ cheek[,|.|'|"|;|:| |!|?|and]|\ jowl[,|.|'|"|;|:| |!|?|and] |\ chin$[,|.|'|"|;|:| |!|?|and]|\
oral[,|.|'|"|;|:| |!|?|and]|\ palate[,|.|'|"|;|:| |!|?|and]
Identify the three words that will be correctly matched to this regular expression. (Choose three.)
A. Chin
B. Jaw
C. Mouth
D. Cheek
E. Jowl
F. Oral
G. Palate
Which two special characters can be used as wildcard values when searching for Key values in the configuration settings? (Choose two.)
A. ^
B. @
C. !
D. #
E. $
F. %
G. and
H. *
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