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Requirements:

Create a tab with "Risk Management"data consistingof customfields and customobject data,and hide it from allstandard agents.

If the serial number is greater than500000 set thevalue of the custom field"Risk Management" Yes.

Capture the "Product"field from the email and populatethe productin the incidents.prod_id field.

Capture the Last andFirst names from the emailand populate the productcontact.last_name and contacts.first_name fields.

Create tabs for eachproduct linkingto the product informationpage on yourcustomer'sweb site.

Once the product has been setin the workspaceopen up the applicable tabautomaticallyfor the agent to view.

They have askedthat no customizationbe partof the new workspace.

Identify the three requirements that are met using standard product features within the workspace.

A. Create a tab with "Risk management" data consisting of custom fields and custom object data, and hide it from all standard agents.

B. If the serial number is greater than 500000 set the value of the custom field "Risk management" = Yes

C. Capture the "Product" field from the email and populate the product in the incidents.prod_id field.

D. Capture the Last and First names from the email and populate the product in the contact.last_name and contacts.first_name fields.

E. Create tabs for each product linking to the product information page on the customer's web site.

F. Once the product has been set in the workspace open up the applicable tab automatically for the agent to view.

Your customer wants to set a disposition and add specific standard text item automatically based on a given endpoint within guided Assistant path info the response thread.

What are the two steps required to complete this request?

A. Create a Named Event to fire each end point of the Guide.

B. Use an Incident Business rule to fire a named event and populate the standard text to the message thread.

C. Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.

D. Use Agent Workflow to populate the disposition and populate the standard text based on the named event in the guide.

E. Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required on the incident workplace.

You have created variables for your customer address to be used throughout their system

What three pieces of functionality will allow the use of these variables?

A. Answers

B. Incidents

C. Incident Rules

D. Standard text

E. Workflow

F. Agent Scripting

Your customer has linked products and dispositions together on their site. On the agent's incident workspace the list of dispositions is not being filtered.

Select the two actions that will assist in troubleshooting this issue.

A. Your customer's agents must log out and log back in.

B. The Auto Build product disposition links is not selected.

C. The incident workspace does not have a filter workspace rule assigned.

D. The enable product disposition linking is not selected.

E. The client has not refreshed the incident in the incident workspace.

Your customer would like you to alter the content and format of the emails that are sent to their end customers when response is sent.

Which three of your customer's requirements can be fulfilled through the use of interface configuration?

A. All emails sent must have the incident reference number at the beginning of the subject.

B. All emails sent must contain the response of the agent and not the customer's thread.

C. Incident messages shouldn't be sent.

D. Receipt messages shouldn't be sent.

E. All emails sent must be in HTML format.