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Total 104 Questions | Updated On: Nov 21, 2024

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Question 1

Your customer has “Gold” level SLAs being applied to certain organizations according to organization rules.

After six months, the business decides to change the response time: instead of responding in 24 hours your

agents need to respond within eight business hours.

You modify the “Gold” SLA to reflect this change but you notice that the SLA reports are still using a 24-hour

response time.

Based on this scenario, which statement is correct?

A : You have not activated the rules so the updated SLAs are not being applied.

B : Your site has been corrupted with the “Gold” SLA.

C : Updating the SLA will not automatically update the organization's SLA instance.

D : The SLA reports will need to be modified to use the new SLA.

Answer: A

Question 2

Your customer has designed a guide to explain in detail to end users how to apply for a career guidance

program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened

when an option in this guide is selected.

Which survey type would you use?

A : Transactional survey in rules

B : Broadcast survey

C : Polling survey

D : Website link survey

Answer: D

Question 3

A customer is trying to use Element Manager to import and add-ins and receives this error:

"This package cannot be processed."

What is the reason for this error?

A : Check if the exported file was generated by a product version that is older than the existing productversion.

B : The hash value during import doesn't match the hash declared at the end of the rile.

C : The Browser User Interface (BUI) workspace is not using the standard workspace.

D : Element Manager does not support the import and export of workspaces with custom workspace ribbonadd-ins.

Answer: C

Question 4

Which three statements are true about navigation sets?

A : Using navigation sets, you can configure whether to show the Home navigation pane or not.

B : Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.

C : Using navigation sets, you can configure which quick search reports can be seen.

D : The same navigation set can be set for different interfaces.

E : Using navigation sets, you can define what quick links can be seen when navigating File > Link.

F : Using navigation sets, you can define what new objects can be created by using the File menu.

Answer: A,C,D

Question 5

A customer wants to change the following text on the receipt and ask submit page:

“Thanks for submitting your question. Use this reference number for follow up:#120728-000001

A member of our support team will get back to you soon.

If you need to update your question and you already have an account, log in, click the Your Account tab, and

select the question to open and update it.”

Which two actions will allow you to identify the correct message base item if you did not know which

message base you need to edit? (Choose two.)

A : Submit an incident to customer care.

B : Look for the message in the receipt email body.

C : Identify the customer portal page that includes the text you want to change and identify the messagebase from within the code.

D : Run a message base report and search for the text string you want to change.

Answer: B,C

Page: 1 / 21

Total 104 Questions | Updated On: Nov 21, 2024

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