Question 1

How do you adjust the urgency value of an aging assignment to increase the likelihood that the assignment is completed before the deadline?

Options :

A : Apply an urgency value to the deadline interval.

B : Adjust the default assignment urgency value.

C : Apply an urgency value to the goal interval.

D : Add an escalation action to the goal interval.

Answer: B

Question 2

Which two requirements demonstrate the need to configure correspondence? (Choose Two)

Options :

A : Assign a new insurance claim to a case worker to process.

B : Phone a customer for additional information about the case.

C : Fax a new insurance claim to the auto repair shop.

D : Text the customer with status changes in an insurance claim.

Answer: B,C

Question 3

A purchase request list report includes columns for case ID and regional cost center. A manager wants the report to show the total number of purchase requests for each of the regional cost centers. How do you configure the report definition?

Options :

A : Create a filter for each cost center and count the case IDs.

B : Summarize the case ID column by count.

C : Summarize the regional cost centers by count.

D : Define a function for the cost center column to total the case IDs.

Answer: B

Question 4

An event center has a case type that allows customers to book a dining room for events. After customers provide basic information and indicate whether they want catering for the event, the following behavior occurs:

If customers do not ask for catering, they receive a rental rate quote for the dining room.

If customers indicate that they want catering for the event, they must choose a menu before they can receive a

quote.

Which two options do you use to configure the case type to achieve the requested behavior' (Choose Two)

Options :

A :

Create a process for customers to indicate menu preferences. Add the process as a case-wide optional action.

B : Create parallel processes for providing menu preferences and for providing the customer with the rental rate quote.

C : Create a checkbox for customers to indicate whether they want catering for the event. Add a decision shape that evaluates whether the customer checks the box.

D : Configure the menu preferences and appointment date fields with a visibility condition if the customer selects the catering checkbox.

Answer: B,C

Question 5

A purchase request list report includes columns for case ID and regional cost center. A manager wants the report to show the total number of purchase requests for each of the regional cost centers. How do you configure the report definition?

Options :

A : Create a filter for each cost center and count the case IDs.

B : Summarize the case ID column by count.

C : Summarize the regional cost centers by count.

D : Define a function for the cost center column to total the case IDs.

Answer: B

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