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 follow up:#120728-000001 A member of our 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 did not know which message base you need to edit? (Choose two.)

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

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Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?

• A.Create a report of survey responses.
• B.Create a transactional survey.
• C.Create a new queue for unhappy customers.
• D.Set an incident business rule to send the survey
• E.Schedule a survey to run on a daily basis.
• F.Assign a score to the survey questions and set the status field based on the value

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Which three functions are not part of the math group of functions?

• A.ceiling
• B.to_number
• C.lower
• D.truncate
• E.floor
• F.power
• G.bitand
• H.length
• I.rand
• J.round

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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.Deselecting the Pull Chat check box in the agent's profile
• B.Fixing the chat workspace
• C.Clicking Request Chat on the Live Media bar
• D.Configuring advanced routing
• E.Requesting Chat from File > Options > View Options

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Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

• A.Write a business rule to reopen the case.
• B.Create a polling survey.
• C.Assign scores to the survey questions and set the status field based on the responses.
• D.Schedule the survey on a daily basis.
• E.Create a report for the survey scores.
• F.Create a transactional survey.

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