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1. Which three elements are available for workflow design on the Insert ribbon?

A) Return
B) Set Fields
C) Terminate
D) Decision
E) Restart

2. Your customer has asked you to create a report that will need to be sent to the executive management. None of the recipients of this report has access to the system, and the same monthly report needs to be delivered toall recipients. The management team changes frequently, and your customer does not want to alter the report schedule after configuration.
Which two steps must be taken after creating the report?

A) Create a dashboard for the report.
B) Create andadd the distribution list to the schedule.
C) Create a schedule record for the report.
D) Send a notification to the executive team that the report is available.
E) Set up staff accounts for the executive team.
F) Upgrade the permissions for the report toinclude the executive team.

3. Which is an invalid data type?

A) Text area
B) Text field
C) Menu
D) Float
E) Integer
F) Radio
G) Date/time

4. Which five actions should you performto configure advanced routing?

A) Create an advanced routing incident queue.
B) Assign guided assistance permission to a profile.
C) Define products and categories.
D) Add Access Control to a navigation set.
E) Assign advanced routing permissions to a profile.
F) Create and activate a rule to route incidents to the advanced routing incident queue.
G) Add product and category fields to the Live Help page of the Customer Portal.
H) Configure collaboration with external users who are not agent desktop users.

5. 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

問題與答案：