Using the following Refund case life cycle, how do you design this case to skip the Item Return stage if the item will not be returned?

• A.Add an Item Retention alternate stage and define a process for retention of item.
• B.Add a condition to skip the Item Return stage when a return is not necessary.
• C.Replace the Wait step in the Item Return stage with a Change Stage step.
• D.Add a decision in the Item Return process to change the stage when a return is not necessary.

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A car rental company provides luxury cars in certain geographical locations. According to policy, the rental request for a luxury car must be processed by an agent who is trained to rent luxury cars.
Which routing approach do you use?

• A.Route requests to a skilled work group.
• B.Route to a workgroup based on the location.
• C.Route to a skilled member of a work group.
• D.Route the request to a manager who assigns the agent.

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In a job application case, a hiring manager needs to receive an automatic email notification when the case reaches a Collect Work Sample assignment. How would you configure this correspondance requirement ?

• A.Add a SendCorrespondance local action to the assignment
• B.After the assignment, add a SendEmail SmartShape
• C.Before the assignment, add a SendEmail SmartShape
• D.Enable assignment notifications for the case type

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Consider the following scenario: A customer files a fraud complaint. The complaint is investigated by a customer service agent.
- The customer service agent may request additional information from the customer.
- The merchant is notified and given 15 days to dispute the fraud claim.
- If the fraud claim is approved, an affidavit is sent to the customer and a refund is posted to the account.
- If the fraud claim is rejected, the customer is notified and given 15 days to respond.
Select the case life cycle design that follows the guidelines for identifying and naming stages.

Response:

• A.Option B
• B.Option D
• C.Option C
• D.Option A

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Case Management -Knowledge Checkln a Job Recruitment application, business needs to schedule interviews for candidates who meet passing requirements. Each interview must be tracked from interview date/time to resolution date/time for quality control purposes. The status of interview can change from New, Open-Scheduled, Open-InProgress, Resolved-Rejected, and Resolved-Approved. What are the new records are essential for this application? (Choose Three) CH A Wait shape to hold processing until interview is completed.

• A.A case type.
• B.A field for interview date/time.
• C.A view to capture scheduling information.
• D.A service level to ensure timely resolution.

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