View the Exhibit.

Your customer has "Gold" level SLAs being applied to organization automatically with an organization rule.
After six months the business decides to reduce the turnaround time for the response.
Instead of responding in 24 hours yours agents need to respond to the end customers within the
business hours.
You modify the Gold SLA to reflect this change but you notice that the SLA reports are still using a
24 hours response time.
Which statement is correct?

• A. Updating the SLA will not automatically update the organization's SLA.
• B. The SLA reports will need to be modified to use the new SLA.
• C. You have not activated the rules so the updated SLAs are not being applied.
• D. Your site has been corrupted with "Ghost" SLAs (See Exhibit).

Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.
Which two actions will accomplish this?

• A. Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.
• B. Create a workspace rule that sets the Assigned field to null when an agent logs out.
• C. The agent reassigns each incident to another agent before they log off.
• D. The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.

解説: (GoShiken メンバーにのみ表示されます)

A client would like to edit a contact record and in addition add warranty Information.
Select the implementation steps required using the Custom object design below.

• A. Insert the Warranties fields into the Contact workspace.
• B. Use the Warranties workspace and add the Contact control.
• C. Insert a report control and assign a Warranties report into a tab in the Contact workspace
• D. Insert the Warranties control into a tab in the Contact workspace.

In which two sections of the Customer Portal is the Guided Assistance widget available for end customers?

• A. The answers detail page
• B. The answers list page only
• C. The popular answers list page
• D. Any page the customer wants it placed
• E. They are only available when using smart assistant
• F. Ask a Question

解説: (GoShiken メンバーにのみ表示されます)

Within the password configuration settings what does the grace period control?

• A. The number of days after an account is locked when the user can request an online reset of his password
• B. The number of days before a manager is noticed of a locked account
• C. The number of days a notice is sent to the user before his password expires
• D. The number of days after a password expires that the user can still log in before the account is locked

解説: (GoShiken メンバーにのみ表示されます)