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NEW QUESTION 24
Which two statements are true about the Organization object in Service Cloud?

A. It has a one-to-one relation with contacts.B. It is required to create an incident.C. It has a one-to-many relation with contacts.D. It can be associated with incidents directly.E. It is widely used in Business-to-Business scenarios.

Answer: C,E

 

NEW QUESTION 25
A customer is using a service level agreement (SLA) to calculate resolution due dates automatically when an SLA instance is added to an incident. What setup is required for resolution due calculations?

A. Use business rules to automatically calculate datesB. Add all the holidays observed by your organization.C. Create a custom incident milestones report and add it to a custom incident workspaceD. Define default response requirements.

Answer: C

Explanation:
https://docs.oracle.com/cloud/august2017/servicecs_gs/FAMUG/_service.htm#FAMUGai1215329

 

NEW QUESTION 26
Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?

A. Set an incident business rule to send the surveyB. Assign a score to the survey questions and set the status field based on the valueC. Create a new queue for unhappy customers.D. Create a report of survey responses.E. Create a transactional survey.F. Schedule a survey to run on a daily basis.

Answer: A,C,D

 

NEW QUESTION 27
A customer is using standard reports within the analytics module. Which two can be edited in a standard report?

A. non-selectable filtersB. report headingsC. column headingsD. graphsE. schedulesF. permissions

Answer: B,E

 

NEW QUESTION 28
Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A. The agents are not able to get to the pages where they can end the script.B. No exit or finished event is being triggered on the script pages.C. The script beginning and ending buttons are not enabled for the script pages.D. No return events are listed in the incident workflow for the script to use.

Answer: B,D

 

NEW QUESTION 29
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