1z1-981 試験問題を無料オンラインアクセス

Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

• A.Enable the engagement engine.
• B.Select the Chat check box that is associated with an agent's staff account.
• C.Configure advanced routing.
• D.Select the Pull Chat check box in the chat profile.
• E.Select the corresponding pull policy.

Which five actions should you perform to configure advanced routing?

• A.Create and activate a rule to route incidents to the advanced routing incident queue.
• B.Define products and categories.
• C.Assign guided assistance permission to a profile.
• D.Create an advanced routing incident queue.
• E.Configure collaboration with external users who are not agent desktop users.
• F.Add product and category fields to the Live Help page of the Customer Portal.
• G.Assign advanced routing permissions to a profile.
• H.Add Access Control to a navigation set.

Which three statements are true about Service Level Agreements?

• A.They enable you to specify the duration for which an incident can be kept in waiting status.
• B.They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
• C.They enable you to restrict what agents can view as part of navigation on the console.
• D.They enable you to set a timeline for an agent to respond to an incident.
• E.They enable you to set the reports that are visible to an agent.
• F.They enable you to restrict the number of incidents raised by end users through various channels.

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

Which two statements are true about generic objects?

• A.They are used when working with custom objects only.
• B.They can be used with standard objects.
• C.They belong to a stand-alone class that is not derived from an RN object.
• D.They automatically consider a package to consist of custom objects.
• E.They require the type of data to be set dynamically.