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問題 #1

In a job application case for a call center position, all customer service agents must speak English, but positions for Spanish, French, and German speakers are also available. During the interview process illustrated below, the Conduct Interview assignment task must be routed to an interviewer who speaks the same language as the applicant.

What is the best way to design routing so the correct interviewer is assigned the task?

A. Route the job application to a specific queue using the Use business logic option.
B. Route the job application to an operator within a skilled group using the Specific user option.
C. Route the job application to an appropriately skilled operator using the Specific user option.
D. Route the job application to a specific user using the Use business logic option.

問題 #2

While running through a case life cycle, a business stakeholder notices a problem in a summary view. The view should be read-only but half of the form can be edited.
How can the business stakeholder communicate this problem to the development team using Agile Workbench?

A. Create a comment
B. Create a note
C. Create a bug
D. Create a story

問題 #3

When applying for a credit limit increase, customers with standard credit cards must provide information in an Employment Information process. Requests from customers with Platinum credit cards automatically skip this process.
What task do you perform to implement this requirement?

A. In the Employment Information process validate card type for continued processing.
B. In the Employment Information process add a card type true/false field to a user view.
C. In the Employment Information process add a custom condition to test the card type.
D. In the Employment Information process add an Approve/Reject step to test the card type.

問題 #4

You are preparing to delegate a number of business rules. What three prerequisite actions must be taken before you can delegate the business rules? (Choose Three)

A. Ensure an access group exists for the users who will manage the delegated rules.
B. Ensure the delegated rules are added to a locked ruleset.
C. Ensure a ruleset that will contain the delegated rules exists.
D. Ensure a ruleset exists for the users who will manage the delegated rules.
E. Ensure the delegated ruleset exists in the Production rulesets list.

問題 #5

You configure a service level to adjust assignment urgency to 100 when the goal interval lapses. How does the assignment urgency impact the deadline and passed deadline intervals?

A. The user is notified that the maximum urgency has been reached.
B. Urgency value continues to increment as configured.
C. Urgency value remains at 100, but other service level processing continues.
D. Service level processing is halted until the assignment is completed.

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