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1. You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?
A) You must make the changes using the Page Composer tool.
B) You will be required to code any new workflow actions in Groovy.
C) You can modify the workflow to update field values within the SR object.
D) You can send an e-mail notification to specified recipients.
E) You can generate tasks for the SR object from the workflow.
F) You can define the workflow to run when certain fields of the SR object are changed.
2. Your customer has informed you about a possible error in the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losing time and being ineffective.
What is causing the problem?
A) Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is also available.
B) Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
C) Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
D) A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
3. Which two options are true about reporting on milestones?
A) No standard reports on milestones are provided.
B) An as-delivered SLA Infolet shows near-overdue and overdue milestones.
C) Milestone reporting is performed via the CRM Service Request Real-Time subject area.
D) Administrator-defined milestone data is not included in Analytics.
4. To create a new Survey object, you create a sandbox and set it as active.
Which two statements are correct while creating your Survey object in Application Composer?
A) Multiple users cannot use your sandbox at the same time.
B) You can set a second sandbox as Active at the same time in order to begin working on another new object.
C) Your changes are isolated and do not impact other users' configuration environments or the production environment.
D) Your changes won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.
5. What is the main function of the Data Security Policies?
A) defines the privileges and roles a particular user can have
B) defines the data a particular user can see and/or modify
C) defines the actions a particular user can do
D) defines the views the application can access
E) defines the views or functionalities the user can access
Solutions:
| Question # 1 Answer: C,D,E,F | Question # 2 Answer: D | Question # 3 Answer: B,D | Question # 4 Answer: C,D | Question # 5 Answer: E |
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