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You have been asked to create a pie chart that shows the number of cases each manager has created. A list report contains columns for manager name, case ID, and office. How do you configure the list report in order to create the pie chart?

A. Summarize the manager name column.

B. Group the manager name column.

C. Group the case ID column.

D. Summarize the case ID column.

In a purchase order case the vendor assigned might not respond to a customer's query in the desired amount of time required by policy. The vendor must respond within the time required according to policy.

Both the vendor and customer should be notified at each milestone.

To satisfy this requirement, create a service level that specifies two of the following options. (Choose two.)

A. Set the goal to be the required response time based on policy and sent notifications to both parties.

B. Set the deadline to be the desired response time based on policy and sent notifications to both parties.

C. Set the deadline to be the required response time based on policy and sent notifications to both parties.

D. Set the goal to be the desired response time based on policy and sent notifications to both parties.

You are designing a medical claim case type and have the following requirement: Medical claims must be resolved within 5 days. To meet this requirement you need to set the ___________ in the service level to 5 days.

A. goal

B. passed deadline

C. deadline

D. urgency

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

A. Service level processing is halted until the assignment is completed.

B. Urgency value remains at 100, but other service level processing continues.

C. The user is notified that the maximum urgency has been reached.

D. Urgency value continues to increment as configured.

Consider the following scenario:

During the Interview process for a Job Application case, an administrative assistant selects the date and location of the interview.

Next, an email invitation is sent to the candidate.

During the interview, the hiring manager captures notes from the discussion.

Finally, the candidate is assigned a technical exercise and the results are added to the case.

Select two step names that follow the guidelines for identifying and naming the steps in the process. (Choose two.)

A. Schedule Interview

B. Notify Candidate

C. Ask Questions

D. Technical Exercise