Question 1

Which two field types are specialized versions of the Query field type? (Choose Two)

Options :

A : Data reference

B : Embedded data

C : Picklist

D : Case reference

Answer: A,D

Question 2

How do you provide users with guidance for completing a form and avoid the need for application training?

Options :

A : Send a notification to the assigned user

B : Add an instruction to the assignment

C : Add the corresponding step to an appropriate stage

D : Add an optional action to the case to explain the task

Answer: B

Question 3

Managers want to create an environment in which peers exchange ideas about initiatives to retain employees, Select the collaboration tool that best suites this type of communication.

Options :

A : Insights

B : Dashboards

C : Pulse

D : Spaces

Answer: D

Question 4

A customer applies for a credit card. In order for the credit card to be approved, the credit card consultant must receive the results of a credit check. How do you configure the case types to reflect their relationship?

Options :

A : Make both loan request and credit check top cases

B : Make credit a child case of credit card request

C : Make credit card request a child case of credit check

D : Make credit check a spin-off case of credit card request

Answer: B

Question 5

A life insurance company has satellite offices in various countries. Each satellite office has its own work queue. Company policy requires that life underwriting is assigned to offices based on the residence of the policy owner. Which routing approach supports this requirement?

Options :

A : Route the assignment to the correct work queue using skill-based routing

B : Route the assignment to a specific underwriter based on business logic

C : Route the assignment to the correct work queue based on business logic

D : Route the assignment to the correct work queue using an authority matrix

Answer: C

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