DRAG DROP

Select each application design requirement on the left and drag it to the appropriate design approach on the right.

Select and Place:

When an auto accident claim is resolved in the Resolve stage, email notifications must be sent automatically to the adjuster who inspected the car, to the insured party, and to the insurance agent who verified the claim. How do you configure the resolve process to support this requirement?

A. Add a Send Email step as an optional action.

B. Add a Send Email step and include all required parties.

C. Route the email to all the recipients in a Collect Information step.

D. Route an Approval step to the required parties.

Select the characteristic used to identify candidate rules to be delegated to business users.

A. Changing business conditions require that the rule be managed without IT intervention.

B. Ownership of changes to delegated rules changes from work group to work group.

C. Frequent changes are needed to continuously redefine the user experience.

D. Changes to business conditions require that the rule be managed with IT intervention.

In a purchase order case the vendor assigned might not respond to a customer's query in the desired amount of time required by policy. The vendor must respond within the time required according to policy.

Both the vendor and customer should be notified at each milestone.

To satisfy this requirement, create a service level that specifies two of the following options. (Choose two.)

A. Set the goal to be the required response time based on policy and sent notifications to both parties.

B. Set the deadline to be the desired response time based on policy and sent notifications to both parties.

C. Set the deadline to be the required response time based on policy and sent notifications to both parties.

D. Set the goal to be the desired response time based on policy and sent notifications to both parties.

A survey is sent to a customer via email.

How do you configure a solution to ensure the email includes the case ID for the survey?

A. Use the Insert Property feature of a Send Email step to add the case ID when composing the message dialog.

B. Create a process using the Send Email step allowing representatives to quickly add the case ID to the email.

C. Delegate a business rule so representatives can customize the email content as needed on a case-by-case basis.

D. Create a required field for the case ID that must be entered by a user during the case process prior to sending the survey.

You are preparing to delegate a number of business rules. What three prerequisite actions must be taken before you can delegate the business rules? (Choose three.)

A. Ensure the delegated ruleset exists in the Production rulesets list.

B. Ensure a ruleset that will contain the delegated rules exists.

C. Ensure the ruleset exists for the users who will manage the delegated rules.

D. Ensure an access group exists for the users who will manage the delegated rules.

E. Ensure the delegated rules are added to a locked ruleset.

Consider the following user story:

As a customer, I want to be able to cancel an open service request at any time.

Select the configuration option that satisfied the user story.

A. Add a stage-only action to each stage in the case life cycle.

B. Configure the Cancel button on the user views to resolve the case.

C. Add a case wide action to the case life cycle.

D. Add an alternate stage to the case life cycle.

Consider the following scenario:

An employee submits a request to purchase equipment. The request is sent to the manager for review. If approved, the request is forwarded to the Fulfillment department.

How do you name the step where the request is sent to the manager?

A. Approve Employee Request

B. Request Employee

C. Review Request

D. Manager Approves Request

Which two dependencies do you enforce with a Wait step? (Choose two.)

A. Pausing a case until a predetermined time expires

B. Preventing a case from resuming until an automated decision executes

C. Preventing a case from entering a stage until a condition is met

D. Pausing a case until another case (or all cases) reach a specified status

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 interviewer who speaks the same language as the applicant.

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

A. Route the job application to a specific user using the Use business logic option.

B. Route the job application to an operator within a skilled group using the Specific user option.

C. Route the job application to a specific queue using the Use business logic option.

D. Route the job application to an approximately skilled operator using the Specific user option.