During your customers' busiest hours, it is common for a supervisor to move agents from one queue to another to attend to more critical incidents.
Which four options allow the supervisor to meet this Requirement? (Choose four.)

• A. The supervisor could manually change the queue of a group of incidents to the queue the agents are working.
• B. Agents have access to a custom report that can filter and display all queues as directed by the supervisor.
• C. Agents can log out of the console and log in again with a different user account with access to the needed queue.
• D. The supervisor can delete a queue, so any incidents in that queue will requeue.
• E. Agents can remove SLAs from the Organization records.
• F. The supervisor adds a business rule that sets the queue.
• G. The supervisor could include or exclude queues from the agent's profile and the agent can log out and log back in.

Your customer would like to classify their incidents by the hierarchy of services they provide, and will route customer web form incidents to agents according to the type of help selected and by service in the hierarchy.
Select the two statements that would satisfy these requirements. (Choose two.)

• A. Use the product field to identify the services and the category field to identify the customer's incident type of help.
• B. Use the category field to identify the customer's incident type of help, and an incident custom field to identify the services.
• C. Use the product field to identify the services and an incident custom field to identify the customer's incident type of help.
• D. Use the product field to identify the services and the disposition field to identify the customer's incident type of help.

You have been asked to create a customized workflow for a customer's agents. You perform these steps:
* Create an initial workflow that will inspect each defined custom field, and will branch depending on each identified value into another workflow object.
* Your workflow scans each incident looking for a smart sense value of -1 or -2 or -3.
* You create a workflow decision tree which, depending on profile, branches off and sets the workflows available to that agent.
Which three customer requirements were fully met by the steps taken? (Choose three.)

• A. The workflow must be performed without prompting from the agent.
• B. All text must be scanned for negative Smart Sense scores and routed accordingly to the correct agent group's queue.
• C. Incidents received from Ask a Question must be checked for any custom field data.
• D. Each agent's profile will determine which workflow(s) are available to them.

Select two statements that describe reasons why you would link products to categories. (Choose two.)

• A. It allows filtering of category, based on the product selected on customer portal pages.
• B. It allows filtered product and category lists when creating answers.
• C. It simplifies reporting on answers and incidents products and categories.
• D. It allows filtering of category, based on the product selected on incident workspaces.

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