1Z0-1038-21 試験問題を無料オンラインアクセス

You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

• A.Update customfields with the changed address and phone numbers.
• B.Create the standard text with the current address and phone numbers.
• C.Create custom fields for the address and phone numbers.
• D.Update variables with the changed address and phone numbers.
• E.Update the standard text with the changed address and phone numbers.
• F.Create variables with the current address and phone numbers.

Your customer has "Gold" level SLAs being applied to certain organizations according to organization rules.
After six months, the business decides to change the response time: instead of responding in 24 hours your agents needto respond within eight business hours.
You modify the "Gold" SLA to reflect this change but you notice that the SLA reports are still using a 24-hour response time.
Based on this scenario, which statement is correct?

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

Which two events can trigger Custom Process Models?

• A.Refresh
• B.Update
• C.Create
• D.OnSaveComplete
• E.Load

What are the three different types of pull policy for queues?

• A.Advanced
• B.First Due
• C.Round Robin
• D.Standard
• E.Manual
• F.Strict Priority

Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

• A.Capturingall incident-associated CO data from customers
• B.If a contact record does not exist, creating a contact record as captured by an agent from customers
• C.If a contact record exists, loading details from the contact found in the incident workspace
• D.Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
• E.Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier