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NEW QUESTION 21
Which option should you use to create or configure queues?
- A. Configuration > Site Configuration > Message Bases
- B. Configuration > Application Appearance >Customizable Menus > System Menus
- C. Configuration > Site Configuration > Configuration Settings
- D. Configuration > Application Appearance > Customizable Menus > Custom Menus
Answer: B
NEW QUESTION 22
In which two scenarios would you use multiple interfaces?
- A. When multiple languages need to be supported
- B. When your business operates in different lines of business
- C. When your portal needs the support of different channels for login
- D. When you need multiple channels enabled such as email, chat, and web self-service
- E. When new business processes need to be supported other than the standard contact center
Answer: A,B
NEW QUESTION 23
Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?
- A. Allowing an agent to switch between workspaces by clicking the “Select Workspace” button
- B. Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
- C. Capturing all incident-associated CO data from customers
- D. If a contact record does not exist, creating a contact record as captured by an agent from customers
- E. If a contact record exists, loading details from the contact found in the incident workspace
Answer: C,D,E
NEW QUESTION 24
You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?
- A. Update custom fields with the changed address and phone numbers.
- B. Create custom fields for the address and phone numbers.
- C. Update variables with the changed address and phone numbers.
- D. Create the standard text with the current address and phone numbers.
- E. Update the standard text with the changed address and phone numbers.
- F. Create variables with the current address and phone numbers.
Answer: D,E
NEW QUESTION 25
Your customer has designed a guide to explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?
- A. Broadcast survey
- B. Transactional survey in rules
- C. Polling survey
- D. Website link survey
Answer: D
NEW QUESTION 26
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