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1. You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?

A) Clicking Request Chat on the Live Media bar
B) Fixing the chat workspace
C) Requesting Chat from File > Options > View Options
D) Deselecting the Pull Chat check box in the agent's profile
E) Configuring advanced routing

2. Which is a sample object query?

A) SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
B) SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
C) SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' AND
Contact.Address.City='Bozeman';
D) SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;

3. Which setup sequence is used to give permissions to an individual to access an application?

A) None. No sequence is required.
B) Profile > Navigation set > Staff Account
C) Staff Account > Profile > Navigation set
D) Navigation set > Profile > Staff Account

4. Which two statements are true about a disposition?

A) It helps to identify the root cause of an incident.
B) It can be linked to categories.
C) It can be linked to products.
D) It can be made visible on the Customer Portal.
E) It can be set to a maximum depth of three in hierarchy levels.

5. Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during custom processes testing?

A) f1, f2, f5, f3, f4
B) f2, f5, f1, f3, f4
C) f5, f2, f3, f4, f1
D) f1, f2, f4, f3, f5
E) f2, f5, f3, f1, f4

問題與答案：