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A survey is sent to a customer via email.

How do you configure a solution to ensure the email includes the case ID for the survey?

A. Use the Insert Property feature of a Send Email step to add the case ID when composing the message dialog.

B. Create a process using the Send Email step allowing representatives to quickly add the case ID to the email.

C. Delegte a business rule so representaives can customize the email content as needed on a case- by-case basis.

D. Create a required field for the case ID that must be entered by a user during the case process prior to sending the survey.

In the following partial case life cycle, a manager must contact a job applicant to schedule an interview. The interview should be scheduled within 2 business days after the manager qualifies the applicant, although 1 business day is preferable.

To meet this requirement, you apply a goal and deadline to the ______________.

A. Case type

B. Schedule Interview process

C. Interview stage

D. Schedule Interview step

In a case which tracks requests for auto loans, a requirement states: Customers should be able to modify contact information at any time during the processing of the case. Contact information changes must not alter or interrupt the primary flow of the case.

Which option meets the needs of this requirement?

A. Add an assignment to the case life cycle.

B. Add an alternate stage to the case life cycle.

C. Add a stage with a start condition to the case workflow.

D. Add an optional action to the case workflow.

An applicant submits a loan request. The system validates information on the loan application and calculates the credit score of the applicant based on credit reports and the account history with the bank.

*If the credit score is unacceptable, the customer is notified of the result and the loan application is closed.

*If the credit is acceptable, the loan application is forwarded to a loan officer for review.

* If the loan officer approves the loan request, the loan application is sent to the underwriting department for processing.

*If the loan officer rejects the loan request, the customer is notified of the result and the loan application is closed.

Select the case life cycle design that most closely follows the guidelines for identifying and naming stages for the use case.

A

B

D

A. Option A

B. Option B

C. Option C

D. Option D

You are defining a user view for a loan application. If the loan applicant indicates there are one or more open account, the Date account opened must be before the current date. Select the approach that meets the validation requirements.

A. Use a validate rule to verify the Date account opened is in the past.

B. Use a calendar control to verify the Date account opened is in the past.

C. Use a pick list control to verify the Date account opened is in the past.

D. Use a when rule to verify the Date account opened is in the past.