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 four statements are true about incident rules?

• A.Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
• B.A catch-all rulehas no impact on incident rules.
• C.A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
• D.A catch-all escalation action has no impact on incident rules.
• E.Incident rules should have a minimum of two rule states.
• F.Incident rules should have one rule state.
• G.All incident rules should have an action to transit from the initial state to another state.

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A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for follow up:#120728-000001 A member of our support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it." Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)

• A.Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
• B.Look for the message in the receipt email body.
• C.Run a message base report and search for the text string you want to change.
• D.Submit an incident to customer care.

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The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

• A.Because the system default is 15 minutes, it cannot be changed.
• B.You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
• C.You can change the default value to 60 minutes by using File > Options > Session Expiration.
• D.You can change the default value to 60 minutes by using Site Configuration > Session Timeout.

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Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

• A.Select the Chat check box that is associated with an agent's staff account.
• B.Enable the engagement engine.
• C.Select the corresponding pull policy.
• D.Configure advanced routing.
• E.Selectthe Pull Chat check box in the chat profile.

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