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1. Your customer has requested a workflow with the following requirements:
-All workflows have a return event that allows users to exit the workflow -Every return event leads to a wrap up script that is positioned just before the incident workspace -Every exit takes the agent to the incident workspace -There is a "return to script" button on the workspace to take the agent to a workspace listing all
available scripts.
Identify the requirement that could not be met.

A) The workflow must allow the agent to restart the workflow from the ending Initial workspace.
B) There must be a single script that all agents see to finish their conversation with the end customer.
C) The agent can exit any script in the workflow, go to the workspace, and return to the script page that they originally left from.
D) The workflow must take the agent to an incident workspace to finish their work.

2. Your customer has asked you to create a report that shows all incidents opened within the past month.
The report should show the following columns:
-Number of incidents opened in the past month -Number of incidents opened in the past week -Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?

A) AVG
B) IF
C) SUM
D) NVL
E) DECODE

3. Your customer wants agents to automatically receive an incident private note that explains how to handle specific responses from customers.
These incidents would be identified by specific terms in the subject line.
Select three steps needed to accomplish this.

A) Add the Standard Text as Private Note to Thread in the workspace rule.
B) Create Standard Text with instructions.
C) Use an Incident Business Rule to append standard text to the uncommitted response buffer.
D) Add a workspace rule that checks for identified terms in the subject line.
E) Use an Incident Business Rule to append standard text to Customer Thread.

4. Your customer has asked that all incidents be "scanned" for words that may revolve around product defects and injures so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not available, and accepts that they will be false positives and a margin for error.
They have provided you he following words to be "scanned":
-Mouth -Jaw -Cheek -Jowl -Chin
-Oral
-Palate
The customer requires the following:
-Match whole words only
-All valid words must be preceded with a space.
-All valid words must be spelled correctly.
-All words must be directly followed by a meta character in this list:
-, {comma}
-. {period}
-' {single quote}
-" {double quote}
-; {semi colon}
-: {colon}
-{space}
-! {exclamation point}
-? {question mark}
-& {ampersand}
You decide to use a regular expression to search for these words in all incoming emails.
^mouth [ , | . | ' | " | ; | : | | ! | ? | & ] | \ jaw [| , | . | ' | " | : | ! | &] | \ cheek [ , | ' | ; | : | | ! | ? | &] | \
jowl [ , | . | ' | ; | | !| ? | &] | \ chin$ [ , | . | ' | " | ; | | ! | ? | & ] | \ oral [ , | . | ' | " | : | | ? | & ] | \ pallate [
, | . | ' | " | : | | ! | ? | &] | \
Identify the three words that will be correctly matched to this regular expression.

A) Jowl
B) Oral
C) Jaw
D) Palate
E) Cheek
F) Chin
G) Mouth

5. Your customer is going to have three brand-related incident queues.
They need to do an order routing of incidents created through an email channel to different queues.
Identify the correct options to configure your routing rules for initial routing.

A) Create a rule where if a subject contains the brand name, it should be routed to a brand queue.
B) Create a rule where the sender's domain = a branch, route the incident to the matching brand.
C) Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.
D) Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.

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