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Your customer runs a 24/7 call center and has a policy starting that incidents that agent's solved by the end of an agent's shift should be moved out of that agent's inbox to be worked by another active agent.

Which two actions will accomplish this?

A. The agent does a multi-edit update for all incidents in their inbox and changes the assigned field to full.

B. The agent reassigns each incident to another agent before they log off.

C. Add a business rule that when an agent logs out, the Assigned field should be set to null for any unresolved incidents for that agent.

D. Create a workspace rule that sets the Assigned field to null when an agent logs out.

Your customer has a single Service level Agreement and applies the service Level Agreement called Reseller when a contact is a reseller of their services.

These end customers often have their own ticketing system, and in order to capture the reseller's ticket number, the customer has requested that their Ask page be upgraded to include an External Ticket Number custom field only when the logged in contact has a Service level Agreement that only a reseller would have.

Which two widgets or tags are used to complete your customer's request?

A. Use the "Conditional" tag with an "sla" attribute.

B. Use the "FormInput" widget.

C. Use the "FormInputCustom" widget.

D. Use the "FormSubmit" widget.

E. Use the "Field" tag with the "name" attribute.

Your customer wants to put the information in the "answer" section of their knowledgebase article as more important than the information in the "subject" section.

What two system configuration settings can be modified to increase the value of the phrases in the "answer" versus the "subject" during a search from either customer portal of the agent desktop?

A. SRCH_ATTACH_WEIGHT

B. SRCH_SUBJECT_WEIGHT

C. SRCH_BODY_WEIGHT

D. SRCH_KEY_WEIGHT

E. SRCH_PROD_WEIGHT

F. SRCH_CAT_WEIGHT

G. SRCH_DESC_WEIGHT

Select the two statements that describe reasons why you would link products to categories.

A. It simplifies reporting on answers and incidents products and categories

B. It allows filtered product and category lists when creating answers

C. It allows filtering of product and category menus on customer portal pages

D. It allows filtering of product and category menus on incident workspaces

Your customer would like to havethe defaultsearch report (Answers瑿omplexExpression Search Default)on their customer portal page alteredwith the following requirements.

They want the New and Update tagsto be displayedfor only 7 days. They want to displaythe Answer'sscore.

Identify the two options that will enable you to complete the requirements.

A. Delete the exceptions for New and Updated.

B. Unhide the computed score (solved) column.

C. Change the variables for $new and $updated.

D. Update the configuration settings of ANS_NEW_INC_DURATION and ANS_UPD_INC_DURATION.

E. Insert the score (solved count) columns.