Your customer runs a 24/7 call center and has a policy stating that incidents that aren't solved by the end of an agents shift should be moved out of that agent's inbox to be worked by another active agent.Which two actions will accomplish this? (Choose two.)
Your customer has two types of end customers that will be visiting their knowledgebase website: public customers and registered customers.They would like to present additional knowledgebase answers to the registered customers.Choose the three statements required to set up this type of environment. (Choose three.)
You want to find all Message Base entries that include the two words "create" and "incident." Which is the correct format for your search in the KEY field?
Your customer would like a report that details out the response and resolution times of all their agents.They have an agent response target of 5 minutes, and a resolution target of 24 hours.✑ Their call center is open from 8:00AM - 5:00PM, Monday through Friday.✑ They only want to measure agents against these targets during working hours.✑ They are closed for all United States national holidays and would need to exclude those from the report.Select the five steps that will configure the system to meet your customer's reporting requirements. (Choose five.)
Your customer has asked that all incidents be "scanned" for words that may revolve around product defects and injuries so that they can alert their risk management team of any possible product issues or liability. The customer accepts that 100% accuracy is not attainable, and accepts that they will be false positives and a margin for error.They have provided you the following words to be "scanned":1. Mouth2. Jaw3. Cheek4. Jowl5. Chin6. Oral7. PalateThe customer requires the following:✑ Match whole words only.✑ All valid words must be preceded with a space.✑ All valid words must be spelled correctly.✑ All words must be directly followed by a meta character in this listYou decide to use a regular expression to search for these words in all incoming emails.^mouth[,|.|'|"|;|:| |!|?|&]|\ jaw[,|.|'|"|;|:| |!|?|&]|\ cheek[,|.|'|"|;|:| |!|?|&]|\ jowl[,|.|'|"|;|:| |!|?|&] |\ chin$[,|.|'|"|;|:| |!|?|&]|\ oral[,|.|'|"|;|:| |!|?|&]|\ palate[,|.|'|"|;|:| |!|?|&]Identify the three words that will be correctly matched to this regular expression. (Choose three.)
You are working with a client to set up a new chat channel for their agents. Which four features would you configure in the chat workspace options? (Choose four.)
