How do you provide users with guidance for completing a form and avoid the need for application training?

• A.Add the corresponding step to an appropriate stage.
• B.Add an optional action to the case to explain the task.
• C.Add an instruction to the assignment.
• D.Send a notification to the assigned user.

Comment: *

Name: *

Email: *

Verification: *

Consider the following user story:
As a customer, I want to be able to cancel an open service request at any time.
Select the configuration option that satisfies the user story.

• A.Add an alternate stage to the case life cycle.
• B.Configure the Cancel button on the user views to resolve the case.
• C.Add a stage-only action to each stage in the case workflow.
• D.Add a case wide action to the case workflow.

Comment: *

Name: *

Email: *

Verification: *

An internal application currently grants 75 employees access to one of four roles: Admin, Author, User, and Manager. A new analyst who joins the company requires all the Author role access but only some of the reporting capabilities available to the Manager role.
How do you satisfy this security requirement?

• A.Update the Author role to include the required analyst reports.
• B.Add the analyst to both the Author role and the Case Manager channel interface.
• C.Create a new Analyst role with the required access.
• D.Add the analyst to the Manager role.

Comment: *

Name: *

Email: *

Verification: *

Choose two use cases that require the configuration of conditional paths within the case type. (Choose Two)

• A.An application requires customers to specify the type of request from a drop-down list. The request routes to the appropriate department work queue. A user with access to the work queue processes the case through fulfillment.
• B.A catering booking application requires customers to enter information about expected party size, event date, and event time. When customers submit the information, the catering company sends a confirmation email.
• C.A scholarship eligibility application requires students to enter standardized test scores. Students with qualifying test scores can schedule an interview. Students without qualifying test scores receive a rejection email.
• D.A shopping application requires a guest to fill out payment information. A user who enters a membership number skips the payment information step.

Comment: *

Name: *

Email: *

Verification: *

In a purchase order case the vendor assigned might not respond to a customer query in the desired amount of time required by policy. The vendor must respond within the time required according to policy.
Both the vendor and customer should be notified at each milestone.
To satisfy this requirement, create a service level that specifies two of the following options. (Choose Two)

• A.Set the goal to be the desired response time based on policy and send notifications to both parties.
• B.Set the deadline to be the required response time based on policy and send notifications to both parties.
• C.Set the deadline to be the desired response time based on policy and sends notifications to both parties.
• D.Set the goal to be the required response time based on policy and send notifications to both parties.

Comment: *

Name: *

Email: *

Verification: *