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1. Which two statements are true about chat surveys?
A) You can create a chat rule to pop up a transactional survey at the end of a chatsession.
B) You can create a chat rule to email a transactional survey to a customer after a chat session.
C) You can send a chat survey only while a customer is on the chat.
D) You cannot link customer data back to the chat that is submitted.
2. When an incident is opened, your customerwants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?
A) Decision
B) Load
C) Return
D) Workspace
E) Entry Point
F) Set Fields
3. You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?
A) Conditional fields
B) Merge fields
C) Custom fields
D) Incident thread fields
4. Which two statements are true about a disposition?
A) It can be set to a maximum depth of three in hierarchy levels.
B) It helps to identify the root cause of an incident.
C) It can be linked to products.
D) It can be linked to categories.
E) It can be made visible on the Customer Portal.
5. You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?
A) Custom process model
B) Agent scripts
C) Guided assistance
D) Intent guide
E) Business rules
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: A,D,E | Question # 3 Answer: A | Question # 4 Answer: B,C | Question # 5 Answer: A,E |
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