An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

• A.Agents cannot use the Fill Inbox functionality because the pull policy is manual.
• B.Agents will get incidents only from the ql queue.
• C.Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
• D.Agents can use the Fill Inbox functionality to select any of the three queues.

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Which three elements are available for workflow design on the Insert ribbon?

• A.Set Fields
• B.Restart
• C.Terminate
• D.Return
• E.Decision

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You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

• A.Create the standard text with the current address and phone numbers.
• B.Create variables with the current address and phone numbers.
• C.Update customfields with the changed address and phone numbers.
• D.Create custom fields for the address and phone numbers.
• E.Update variables with the changed address and phone numbers.
• F.Update the standard text with the changed address and phone numbers.

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You make some changes to a message template.
Which statement is true about applying this change acrossmultiple interfaces?

• A.You need to re-create the message templateacross the multiple interfaces.
• B.You need to copy and paste the source code across the multiple interfaces.
• C.You need to use the export and import option.
• D.The change is reflected across all interfaces by default.

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What are the three different types of pull policy for queues?

• A.Manual
• B.Advanced
• C.Strict Priority
• D.First Due
• E.Standard
• F.Round Robin

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