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Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
What is the benefit of a phased release approach?
The default configuration automatically closes resolved Cases after how many days?
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
What is a limitation regarding synchronization between a case and its associated work order?
What will be the state of a case after a customer rejects the solution proposed by an agent?
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
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$66 |
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Testing Engine
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$50 |
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PDF (Q&A)
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$42 |
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