QUESTION: 33

Select two ways for queuing an item for a queue processor. (Choose Two.)

Use the Queue-for-processing method
Use Utility smart shape
Use Run in Background smart shape
Use the Queue for -agent method

Answer(s): A,C

MyMealth Corporation wants to use the age of the claim to increase the urgency on the assignment so that claims processors work on the most urgent claims first. The claim assignment urgency increases by 1 each day the claim remains in an unresolved status. At any time. My Health has up to 10,000 claims in process. Claims in the PendingProcessing workbasket are subject to this calculation. The application updates the claim urgency daily before the work day begins. AM claims are processed within 30 days.

MyHealth also processes complaint cases from health plan members. Complaint cases use a service level agreement (SLA) to ensure the customer service representatives respond to complaints within 48 hours. All claims processors work in Los Angeles 9:00 AM-5:OQ PM PST.

Which approach satisfies the claim urgency requirement and provides the best experience for the claims processor?

Use an advanced agent on a dedicated node to increment the pyUrgencyAssignAdjust value by 1 for every assignment that matches the selection criteria.
Use the assignment SLA to increment the pyUnjerncyAssiqnAdjust value by 1 every day the claim is in an open status.
Use a declare expression to increment the pytJrgcncyAsp/gnAdjur.t value to 1. When a claim processor opens the assignment, the urgency is increased by 1.
Use the overall SLA to increment the pyUrgencyAssignAdjust value by 1. Reset the goal date to the following day

Answer(s): A

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QUESTION: 35

An application contains cases which transition though different statuses throughout their life cycle which typically lasts 3 months.

Design a reporting strategy to display the number of cases by status at the end of each month for a 12-month period.

Configure an agent to record monthly case status in a separate table and report on that table.
Configure an activity to generate the data in the clipboard and report using a custom section.
Configure a summary report that leverages sub reports for each month.
Configure a Declare index to record case data to a separate table.

Answer(s): B

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QUESTION: 36

A shipping case needs to wait a specific time period before progressing in its flow. The developer is considering using a wait shape or an assignment with an SLA to perform this function.

Identify the two requirements for which a wait shape is the simpler approach. (Choose Two)

Adjust the case urgency when the assignment is created-
Manually step past the waiting point prior to the designated time.
Present a custom UI form to the user while waiting to expire.
Automatically bypass locking when the assignment is created.

Answer(s): B,D

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