A __________ displays the overall form for viewing a work item.
Response:

• A.Section
• B.Harness
• C.Layout
• D.Flow Action

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You configure a service level to adjust assignment urgency to 100 when the goal interval lapses. How does the assignment urgency impact the deadlineinterval?

• A.Service level processing is halted until the assignment is completed.
• B.Urgencyvalue continues to increment as configured.
• C.Urgency value remains at 100, but other service level processing continues.
• D.The user is notified that the maximum urgency value has been reached.

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What three questions should you answer to create effective correspondence?
(Choose Three)
Response:

• A.Who is the user that receives the correspondence
• B.How will the correspondence be sent?
• C.Which email server should the correspondence use?
• D.How often should you send correspondence?
• E.when does the correspondence need to be sent?

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When designing a case, it is recommended that each stage be decomposed into no more than ______ steps.
Response:

• A.15
• B.6 to 10
• C.10 to 15
• D.5 to 9

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A survey is sent to a customer via email. How do you configure a solution to ensure the email includes the case ID for the survey?
Response:

• A.Create a required field for the case ID that must be entered by a user during the case process prior to sending the survey.
• B.Use the Insert Property feature of a Send Email step to add the case ID when composing the message dialog.
• C.Create a process using the Send Email step allowing representatives to quickly add the case ID to the email.
• D.Delegate a business rule so representatives can customize the email content as needed on a case-by- case basis.

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