How do you adjust the urgency value of an aging assignment to increase the likelihood that the assignment is completed before the deadline?

• A.Apply an urgency value to the deadline interval.
• B.Adjust the default assignment urgency value.
• C.Apply an urgency value to the goal interval.
• D.Add an escalation action to the goal interval.

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The service level provides a four-hour initial delay. If the case urgency is set to 10 and the case reatches the assignment at 9 A.M. Monday, what is the assignmenturgency at noon Wednesday ?

• A.100
• B.80
• C.60
• D.50

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An insurance compagny offers personal property insurance. Jewelry is a special type of personal property.
Jewelry coverage requires that the user managing the request is trained to appraise jewelry. Assignments for jewelry appraisals must go to skilled users. Which routing approach whould you use ?

• A.Route requests to a reporting manager who assigns the request to a user to ensure fast processing
• B.Route requests to a decision table that routes the request to a work group in a location where there are users who have appraisal skills
• C.Route requests to a work group whose members have the skill rating parameters
• D.Route directly to users who are members of a work group that uses skill rating parameters

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In a mortgage application, the user creates a loan request. In order for the loan request to be approved, the loan officer must receive the results of an appraisal. How would you configure the case types to reflect their relationship ?

• A.Make appraisal a parent case type and loan request a child case type
• B.Make both loan request and appraisal peer case types
• C.Make loan request a parent case type and appraisal a child case type
• D.Make mortgage a parent case type. Make loan request and appraisal child case types

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A requirement states: When a business guest checks out of a hotel, the guest must complete a hotel review to receive a corporate discount.
Select thecase type relationship that satisfies the requirement.

• A.Configure hotel review as a parallel process to the checkout request.
• B.Configure both checkout request and hotel review as top-level cases.
• C.Configure hotel review as a child case of the checkout request.
• D.Configure checkout request as a child case of hotel review.

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