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1. Which are two true statements about chat surveys?

A) You can create a chat rule to pop up a transactional survey at the end of a chat.
B) You can create a chat rule to email a transactional survey to the customer at the end of a chat.
C) When displaying a link to a chat survey, customer information cannot be linked back to the chat.
D) Sending a link to a survey can only be done by the agent during or at the end of chat.

2. Identify the seven data types that are available as custom fields.

A) Text Field
B) Multi Select Menu
C) Text Area
D) Yes/No
E) Menu
F) Currency
G) Float
H) Integer
I) Date Field
J) Date/Time

3. Which incident field is designed to be used by your customer to standardize tracking of how incidents are resolved?

A) SLA Instance
B) Severity
C) Disposition
D) Response Message
E) Source

4. You have created variables for your customer address to be used throughout their system
What three pieces of functionality will allow the use of these variables?

A) Incident Rules
B) Workflow
C) Standard text
D) Incidents
E) Agent Scripting
F) Answers

5. Your customer would like to run incident report with up to five years of data on incidents and activity for a given agent regardless of whether an agent has left the company.
Your customer is not sure what they need to do to keep from deleting data for agents that have left the company.
Identify which option would allow your customer to administer the staff accounts to enable the reporting abilities they require.

A) Reassign the old incidents to another staff accounts called Former Employee
B) Permanently Disabled
C) Disabled from Assignment and Report Filters
D) Do not disable, but lock the staff account
E) Disabled from Assignment

問題與答案：