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問題 #1

Your customer wants you to create a "Team Member" custom object that will allow more than one agent to be assigned to a given incident and they want the agents to have an inbox report that shows both the incidents they are the Primary agent and the incidents they are a Team Member.
From the following list, which report table structure is necessary?

A. from the Incidents Table, an Outer Join to the (Assigned) Accounts table, and an Outer Join to the Team Member table
B. from the Incidents Table, an Inner Join to the (Assigned) Accounts table, and an Inner Join to the Team Member table
C. from the Incidents Table, an Inner Join to the (Assigned) Accounts table, and an Outer Join to the Team Member table
D. from the Incidents Table, an Outer Join to the (Assigned) Accounts table, and an Inner Join to the Team Member table

問題 #2

Your client decides not to use Groups when setting up staff accounts.
You are positive that groups should be set up. Therefore, you need to explain the advantages to your client.
Select two advantages of setting up groups. (Choose two.)

A. assigning incident queues to a Group
B. displaying group performance with analytics reports
C. deactivating staff groups
D. routing incidents to groups with business rules

問題 #3

Your customer wants to search and reply to comments made on their company's "Fan page." Which two items are required to accomplish this? (Choose two.)

A. a personal Facebook page
B. a "Facebook Channel" created and assigned to a profile
C. an email agent enabled on the Social Monitoring profile
D. a Company Fan page on Facebook
E. Self Service for Facebook enabled and deployed

問題 #4

When building an agent script with the pages and page structure as shown below, you need to take an agent from Page 3 to Page 1. There is no navigation menu in the script because you are controlling it with rules.
Which two rule actions can be used to meet this requirement? (Choose two.)

A. Script Rule: Fire an Exit event
B. Page Rule: Go to next page
C. Script Rule: Fire a name event
D. Page Rule: Go to beginning of script
E. Page Rule: Go to certain page
F. Page Rule: Go to previous page

問題 #5

Identify the four guidelines that are relevant with regard to web accessibility. (Choose four.)

A. Ensure no underlined content exists.
B. Ensure color alone is not used to convey content.
C. Avoid background sound.
D. Support increased text sizes.
E. Ensure all alternate text is unused.
F. Provide multiple methods for finding content.

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