Question 1

In processing a parent case P-l, two child cases C-l and C-2 are created. Which of the following statements is correct about the processing of P-l, C-l, and C-2?

Options :

A : P-l must be resolved before either C-l or C-2 can be resolved.

B : Either C-l or C-2 must be resolved before P-l can be resolved.

C : C-l must be resolved before C-2 can be resolved.

D : Both C-l and C-2 must be resolved before P-l can be resolved.

Answer: D

Question 2

You are configuring routing for a customer warranty service request. All warranty

servicerequests are routed to the warranty resolution group except for warranty service requests for

betanrelease product that requires review by the vice president of service. How do you configure assignment

routing to review warranty service requests?

Options :

A : Route the assignment to the vice president of service who routes assignments to the warranty resolution group as needed.

B : Route the assignment to the warranty resolution group who sends an email notification to the vice president of service for the beta-release product.

C : Route the assignment to the skilled group for the beta release when the request is for the beta release. Otherwise, route the assignment to the warranty resolution group.

D : Route the assignment to the vice president of service when the request is for the beta release. Otherwise, route the assignment to the warranty resolution group.

Answer: D

Question 3

A help desk ticket case type is defined as follows:

If the Process ticket step is configured to set the status to Pending-Triage, when is the status of the case set to Pending-Triage?

Options :

A : When the Triage stage starts

B : When the Process ticket step completes

C : When the Enter Ticket Details step completes

D : When the Process ticket step starts

Answer: D

Question 4

A data page holds product information and has the Reload if Older Than field set to 30 minutes. The data page is created at 7:43. The user then performs the following actions: 8:10 the userrefreshes the product information 8:45 the user refreshes the product information At what time is the data page reloaded?

Options :

A : 8:13

B : 8:10

C : 8:40

D : 8:45

Answer: D

Question 5

How do you route an assignment so that any available member of the department can perform the t ask?

Options :

A : Route the assignment to a work list.

B : Route the assignment to the admin user I

C : Route the assignment separately to all members.

D : Route the assignment to a work queue.

Answer: D

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