QUESTION: 5

In a job application case for a call center position, all customer service agents must speak English, but positions for Spanish, French, and German speakers are also available. During the interview process illustrated below, the Conduct Interview assignment task must be routed to an interview who speaks the same language as the applicant.

What is the best way to design routing so the correct interviewer is assigned the task?

Route the job application to a specific queue using the Use business logic option
Route the job application to a specific user using the Use business logic option
Route the job application to an operator within a skilled group using the Specific user option
Route the job application to an appropriately skilled operator using the Specific user option

Answer(s): A

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QUESTION: 6

You have created a new report that contains a list of employees, hire dates, and managers. You have been asked to display each manager in a row. Beneath each manager row, you must list the employees of the manager and their hire dates.
How do you support this request?

Filter the manager column
Group the manager column
Summarize the manager column
Sort the manager column

Answer(s): B

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QUESTION: 7

You have been asked to create a pie chart that shows the number of cases each manager has created. A list report contains columns for manager name, case ID, and office. How do you configure the list report in order to create the pie chart?

Summarize the manager name column
Summarize the case ID column
Group the manager name column
Group the case ID column

Answer(s): B

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QUESTION: 8

A list report includes columns for purchase requests and regional cost centers. A manager wants the report to show the total number of purchase requests for each of the regional cost centers.
How do you configure the report definition?

Use the purchase requests column to group the cost centers
Filter the results so that only cost center and purchase requests are included in the report
Summarize the regional cost centers by count
Summarize the purchase requests column by count

Answer(s): D

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