Your customer would like to send a communication about a product that is applicable only to its user base in the USA.
Which three actions should you perform?

• A.Create a transactional survey.
• B.Add the segment in step (d) to the Audience tab in the Included section.
• C.Create a segment of contacts whose contact home country is USA.
• D.Create a broadcast survey.
• E.Add the report in step (c) to the Audience tab in the Included section.
• F.Create a report of contacts whose contact home

Comment: *

Name: *

Email: *

Verification: *

What are the three different types of pull policy for queues?

• A.Manual
• B.Strict Priority
• C.Round Robin
• D.Advanced
• E.Standard
• F.First Due

Comment: *

Name: *

Email: *

Verification: *

You are working on complete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest £o streamline this contact center training program?

• A.Intent guide
• B.Agent scripts
• C.Business rules
• D.Guided assistance
• E.Custom process model

Comment: *

Name: *

Email: *

Verification: *

A customer is using a service level agreement (SLA) to calculate resolution due dates automatically when an SLA instance is added to an incident. What setup is required for resolution due calculations?

• A.Create a custom incident milestones report and add it to a custom incident workspace
• B.Add all the holidays observed by your organization.
• C.Define default response requirements.
• D.Use business rules to automatically calculate dates

Comment: *

Name: *

Email: *

Verification: *

Which option should you use to create or configure queues?

• A.Configuration > Site Configuration > Message Bases
• B.Configuration > Site Configuration > Configuration Settings
• C.Configuration > Application Appearance >Customizable Menus > System Menus
• D.Configuration > Application Appearance > Customizable Menus > Custom Menus

Comment: *

Name: *

Email: *

Verification: *