Question 1

In which two of the following situations would you simulate an integration? (Choose Two)

Options :

A : The service has slow response times.

B : The service is not available yet.

C : You need to test each flow path in the case processing.

D : The connector is configured to use global resource settings.

Answer: B,C

Question 2

Customers check their membership status with a company loyalty program by entering their full name and member ID number. Once the membership status is returned, the customer either abandons the case or makes changes to their membership. If the member chooses to make changes, a case ID is assigned to the request. Which two configurations, when applied in combination, achieve this behavior? (Choose Two)

Options :

A : Configure the stage to resolve the case.

B : Configure the case type to create temporary cases.

C : Add a decision step to the process.

D : Add a Persist case step to the case life cycle.

Answer: C,D

Question 3

A requirement states: A customer can update an address at any point during case processing by performing the

following steps.

1. The customer submits the new address.

2. The application verifies that the address matches postal service requirements.

3. The customer then approves the corrected address. How do you configure this requirement?

Options :

A : Add a case-wide optional action to the workflow for the address submission.

B : Add a case-wide optional process to the case workflow to perform the address change.

C : Add an alternate stage to the case life cycle to change the address.

D : Add a button to each assignment to present the customer with a form to submit a new address.

Answer: B

Question 4

You are designing a medical claim case type and have the following requirement: Medical claims must be resolved within 5 days. To meet this requirement you need to set the____in the service level to 5 days.

Options :

A : passed deadline

B : urgency

C : deadline

D : goal

Answer: C

Question 5

A data page holds product information. The data page's Reload if older Than field is set to 15 minutes. The data page is created at 06:12.At 06:20 the user requests product information. At 06:42 the user requests product information. When is the data page reloaded?

Options :

A : 06:35

B : 06:20

C : 06:27

D : 06:42

Answer: D

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