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1. Your customer wants to implement a new business process. They have given you these requirements:
-All contacts when created will have the contacts.c$free_trial custom field set to NO (default in no
value). -All contacts will be added to organization = "Temp". -All contacts with contacts.c$free_trial = "Yes" will have an opportunity created that is assigned to
"agent 1", with a status = "Lead" and territory = EMA - United Kingdom.
Identify the three minimum rule types to be configured to meet the requirement.

A) Incident Rule
B) Contact Rules
C) Task Rules
D) Survey Rules
E) Opportunity Rules
F) Chat Rules
G) Organization Rules

2. Your customer is using standard statuses, status types, and the standard agent "My Inbox" report.
Which two incident status types will show up in the agent's "My Inbox" report?

A) Unresolved
B) Waiting
C) Solved
D) Updated

3. 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

4. Identify the four guidelines that are relevant with regard to web accessibility.

A) Ensure color alone is not used to convey content.
B) Provide multiple methods for finding content.
C) Ensure no underlined content exists.
D) Ensure all alternate text is unused.
E) Avoid background sound.
F) Support increased text sizes.

5. Your customer would like some changes to be made in the incident workspace. Which three changes can be made by using workspace functionality?

A) Focus on a specific workspace tab based on the value of a custom field.
B) Conditionally hide specific product items based on the logged in staff account's profile.
C) Change the color of the Banner Flag based on the incident's severity.
D) Right justify all field labels on the workspace
E) Copy the value in the Queue menu to a custom field.

問題與答案：