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Question 1

Which scenario applies to Case Life Cycle design?

Options :

A : A farm lists seed suppliers.

B : An online retailer uses three applications for orders, inventory, and shipping.

C : A customer cancels service but reconsiders after agent interaction.

D : A travel agency handles bookings with Reservation, Validation, and Confirmation Stages.

Answer: D

Question 2

A life insurance company has satellite offices in various countries. Each satellite office has its own work queue. Company policy requires that life underwriting is assigned to offices based on the residence of the policy owner. Which routing approach supports this requirement?

Options :

A : Route the assignment to the correct work queue using skill-based routing

B : Route the assignment to a specific underwriter based on business logic

C : Route the assignment to the correct work queue based on business logic

D : Route the assignment to the correct work queue using an authority matrix

Answer: C

Question 3

The1Field Type defines a field to access data stored in a Data Page. The2Field Type defines a field to access data users supply in the Case.

Options :

A : 1: Reference, 2: Input

B : 1: Input, 2: Reference

C : 1: Calculated, 2: Input

D : 1: Reference, 2: Calculated

Answer: A

Question 4

Managers want to create an environment in which peers exchange ideas about initiatives to retain employees, Select the collaboration tool that best suites this type of communication.

Options :

A : Insights

B : Dashboards

C : Pulse

D : Spaces

Answer: D

Question 5

A help desk ticket case type is defined as follows:

Options :

A : When Verify solution step starts

B : When the Process ticket step starts

C : When the Process ticket step completes

D : When the Triage stage completes

Answer: B