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1. Your customer is going to have three brand-related incident queues.
They need to do an order routing of incidents created through an email channel to different queues.
Identify the correct options to configure your routing rules for initial routing.
A) Create a rule where the sender's domain = a branch, route the incident to the matching brand.
B) Create a rule to route to each brand queue from the corresponding service mailbox in the "progress" state.
C) Create a rule to route to each brand queue from the corresponding service mailbox in the "initial" state.
D) Create a rule where if a subject contains the brand name, it should be routed to a brand queue.
2. Incident #120703-002539 was submitted on Tuesday, July 3, 2012 at 1:00 pm.
At what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?
A) Thursday, July 5, 2012 at 1:00 pm
B) Saturday, July 7, 2012 at 12:00 pm
C) Thursday, July 5, 2012 at 12:00 pm
D) Wednesday, July 4, 2012 at 12:00 pm
E) Tuesday, July 3, 2012 at 9:00 pm
3. Within the password configuration settings what does the grace period control?
A) The number of days after an account is locked when the user can request an online reset of his password
B) The number of days after a password expires that the user can still log in before the account is locked
C) The number of days a notice is sent to the user before his password expires
D) The number of days before a manager is noticed of a locked account
4. In a Customer Portal design session, the customer explains to you that they have multiple brands, and that they have multiple websites to reflect these brands.
After reviewing the sites with the customer, you notice that each of the sites contain the same layout and content, but has different colors and branding, such as logos.
Which option allows for a consistent layout and dynamic branding?
A) Do not use a template, and implement themes dynamically.
B) Use a single theme across all Customer Portal pages, and implement templates dynamically.
C) Use a single template across all Customer Portal pages, and implement themes dynamically.
D) Do not use a theme, and implement templates dynamically.
5. Your customer has asked you to create a report that shows all incidents opened within the past month.
The report should show the following columns:
-Number of incidents opened in the past month -Number of incidents opened in the past week -Number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?
A) DECODE
B) NVL
C) SUM
D) AVG
E) IF
Solutions:
Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: C,E |
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