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1. Your customer has performed a search on the knowledgebase and has stated that they are getting strange results. Every time they search for the word "widget" the correct answer appears as the 10th answer on the search results and not at the top of the first page.
How can you increase the value of the word "widget" In the knowledgebase search results?

A) Assign all products and categories to the knowledgebase answer.
B) Set the display position to "Place at top."
C) Set the display position to "Fix at top."
D) Add the search term to the keyword field of the knowledgebase answer.

2. 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.

3. Your customer has asked that all of the knowledge base answers be updated with new address and contact details.
There are about 500 answers existing to date and your client informs that they will be moving again at the end of the year and do not have the man power to keep this up to date on an ongoing basis.
Your client has three interfaces for each of their lines business that will all have different information.
What do you tell your client to configure?

A) Call support and have them run a search and replace on the database.
B) Search for all answers with the address and update them.
C) Create a standard text to include the new addresses and update all the answers to include it.
D) Create variable and update all answers to include it.

4. 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.

A) Create alias and thesaurus entries with the correct target search terms.
B) Create entries for the word and its syntax in the dictionary file.
C) Verify that all selections of the target answer(s) contain the search terms you're looking for.
D) Create hidden div tags inside the answer's question section to promote the matching of a given target search term that isn't being matched.
E) Update the answer keywords

5. 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 the follow up: #120728000001
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) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
B) Run a message base report and search for the text string you want to change.
C) Submit an incident to customer care.
D) Look for the message in the receipt email body.

問題與答案：