Question 1

Which of the following events can you trace by using the Tracer tool?

Options :

A : User authentication

B : Data sources

C : Data transforms

D : Service-level agreements

Answer: D

Question 2

Which two options are process reports? (Choose two.)

Options :

A : The number of customer support request cases created for each week.

B : Average duration and timeliness for each assignment.

C : Total customer inquiry cases for each state for each product line.

D : Top 10 merchants with highest percentage of fraud cases.

Answer: A,B

Question 3

Need to select one severity option which is best

Options :

A : Picklist

B : Radio button

C : Checkbox

Answer: B

Question 4

Which requirement can be implemented through circumstancing?

Options :

A :

An application establishes a goal of four hours to adjust claims for platinum customers. For other customers, the application establishes a goal of one business day.

B :

An application sets the default shipping option for orders that exceed USD100 to two-day delivery. Otherwise, the default option is five-day delivery.

C :

An application audits insurance claims that an insurance adjuster values at USD10000 or greater. Otherwise, the claim is approved.

D :

An application routes upgrade requests for US customers to one work queue, and requests for European customers to a different work queue.

Answer: A,D

Question 5

A purchase request list report includes columns for case ID and regional cost center. A manager wants to

report to show the total of purchase requests for each of the regional cost centers.

How do you configure the report definition?

Options :

A : Create a filter for each cost center and count the case IDs.

B : Summarize the case ID column by count.

C : Summarize the regional cost centers by account.

D : Define a function for the cost center column to total the case IDs.

Answer: B

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