You configure a service level to adjust assignment urgency to 100 when the goal interval lapses. How does the assignment urgency impact the deadline and passed intervals?
Response:

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

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The primary purpose of a service level is to __________.
Response:

• A.help ensure timely completion of assignments
• B.generate service level reports
• C.assign cases to the appropriate case worker
• D.track assignment status over time

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What type of step typically requires contextual instructions?
Response:

• A.collect information
• B.Create Case
• C.Send Email
• D.Change stage

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A prospective employee must pass a criminal background check before receiving an offer. When would you add a decision point to the workflow process?
Response:

• A.Declining offer to prospective employee
• B.Offering job to prospective employee
• C.Running a criminal background check
• D.Verifying prospective employees work references

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Which two of the following methods can configure one stage in the case life cycle to advance to the next?
(Choose Two)
Response:

• A.Configure the stage to resolve the case in the stage properties panel.
• B.While running a case, use the Actions menu to change the stage.
• C.Configure automatic stage transitioning in the stage contextual property panel.
• D.Add a Change Stage step.

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