Question 1

You are asked to create a visualization that allows managers in the Customer Service division to track the

number and status of Customer Support Request cases submitted over the last 30 days.

What is the process that you follow to create this visualization?

Options :

A : Open the Channels landing page, and then add a new portal.

B : Open the Explore data landing page, and then create a new insight.

C : Open the Explore data landing page, and then add a Reporting widget.

D : Open the Data landing page, and then create a new insight.

Answer: B

Question 2

In the first step in a case type, the user compares data on a form to the data on a customer account. If the data matches, the case is resolved. If the data does not match, the user advances the case to update the account. Management only wants a record of the cases that update an account. What two configuration options do you use to implement this requirement ? (Choose Two)

Options :

A : Add a persist case shape after the first step.

B : Configure the starting flow to instantiate the case type as a temporary case.

C : Apply a when condition to the first step to persist only cases requiring updates.

D : Configure the first step to instantiate the case type as a temporary case.

Answer: C,D

Question 3

An event center has a case type that allows customers to book a dining room for events. After customers

provide basic information and indicate whether they want catering for the event, the following behavior occurs:

If customers do not ask for catering, they receive a rental rate quote for the dining room.

If customers indicate that they want catering for the event, they must choose a menu before they can

receive a quote.

Which two options do you use to configure the case type to achieve the requested behavior? (Choose two.)

Options :

A :

Create parallel processes for providing menu preferences and for providing the customer with the rental rate

quote.

B :

Create a checkbox for customers to indicate whether they want catering for the event. Add a decision shape

that evaluates whether the customer checks the box.

C :

Configure the menu preferences and appointment date fields with a visibility condition if the customer

selects the catering checkbox.

D :

Create a process for customers to indicate menu preferences. Add the process as a case-wide optional

action.

Answer: B,C

Question 4

A disputed transaction case records account information using a page property. Account information is

recorded at the time the case is created and does not update when the case is further processed. Account

information is stored in an external system and accessed by a data page.

How do you configure the account information page?

Options :

A : Select Copy from a data page on the page property.

B : Configure the page property to refer to a keyed data page.

C : Select Refer to a data page on the page property.

D :

Define a reference property that refers to the data page.

Answer: A

Question 5

Which two statements about Configuration sets are true? (Choose two.)

Options :

A : Used if a Dynamic System Setting does not meet the requirements

B : Enables the business to control application behavior

C : Used to organize Configuration settings with a common element

D : Defined in the Data-Configuration-Setting class

Answer: B,C

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