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NEW QUESTION 14
In the first design sprint, during the initial workshop with an airline, you obtain several deliverables and outcomes. In the Answer area, identify the output type for each deliverable or outcome.
Answer:
Explanation:
NEW QUESTION 15
You are defining a view for a loan application. If the loan applicant indicates that there is an existing open account, the Date account opened must be before the current date.
How do you configure the case type to verify that the value of Date account opened is in the past?
- A. Use a when condition.
- B. Use a pick list control.
- C. Use a calendar control.
- D. Use a validation condition.
Answer: D
NEW QUESTION 16
Using the following Refund case life cycle, how do you design this case to skip the Item Return stage if the item will not be returned?
- A. Add an Item Retention alternate stage and define a process for retention of item.
- B. Add a condition to skip the Item Return stage when a return is not necessary.
- C. Add a decision in the Item Return process to change the stage when a return is not necessary.
- D. Replace the Wait step in the Item Return stage with a Change Stage step.
Answer: B
NEW QUESTION 17
A customer refund case type requires an auditor to receive an email if the refund is greater than twice the price of the item.
Which participant role do you select to configure this requirement?
- A. Owner
- B. Work queue
- C. Interested individual
- D. Customer
Answer: B
NEW QUESTION 18
A team is developing a new customer-focused application. The team wants to achieve the maximum benefits of application adoption.
Select each example on the left and drag it to the appropriate design concept on the right.
Answer:
Explanation:
NEW QUESTION 19
A pre-approval mortgage case type collects applicant information and real estate property details. Which field type stores and displays an applicant's mortgage loan amount correctly?
- A. Currency
- B. Picklist
- C. Decimal
- D. Integer
Answer: A
NEW QUESTION 20
A car rental company provides luxury cars in certain geographical locations. According to policy, the rental request for a luxury car must be processed by an agent who is trained to rent luxury cars.
Which routing approach do you use?
- A. Route to a work group based on the location.
- B. Route requests to a skilled work group.
- C. Route to a skilled member of a work group.
- D. Route the request to a manager who assigns the agent.
Answer: B
NEW QUESTION 21
An airline has the following requirement:
A passenger requiring a service animal must document the type of animal, the size of the animal, and any relevant medical information the crew may need during the flight. The application prompts the passenger for this information when the passenger declares that they will travel with a service animal.
How do you configure the case life cycle to meet this requirement?
- A. Create a child case for service animal accommodation to automatically resolve unless the passenger requires the accommodation.
- B. Add a process to the case life cycle for service animal accommodation and apply a condition to determine when to run the process.
- C. Apply an optional action to the appropriate stage to allow the passenger to provide the information as needed.
- D. Configure a stage in the case life cycle for service animal accommodation and apply a stage validation condition.
Answer: D
NEW QUESTION 22
In a purchase order case the vendor assigned might not respond to a customer 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 deadline to be the desired response time based on policy and sends notifications to both parties.
- B. Set the deadline to be the required response time based on policy and send notifications to both parties.
- C. Set the goal to be the desired response time based on policy and send notifications to both parties.
- D. Set the goal to be the required response time based on policy and send notifications to both parties.
Answer: B,C
NEW QUESTION 23
Which two requirements demonstrate the need to configure correspondence? (Choose Two)
- A. Fax a new insurance claim to the auto repair shop.
- B. Assign a new insurance claim to a case worker to process.
- C. Text the customer with status changes in an insurance claim.
- D. Phone a customer for additional information about the case.
Answer: B,C
NEW QUESTION 24
Consider the following scenario:
A customer files a fraud complaint. The complaint is investigated by a customer service agent.
* The customer service agent may request additional information from the customer.
* The merchant is notified and given 15 days to dispute the fraud claim.
* If the fraud claim is approved, an affidavit is sent to the customer and a refund is posted to the account.
* If the fraud claim is rejected, the customer is notified and given 15 days to respond. Select the case life cycle design that follows the guidelines for identifying and naming stages.
A)
B)
C)
D)
- A. Option C
- B. Option B
- C. Option D
- D. Option A
Answer: A
NEW QUESTION 25
Select each description on the left and drag it to the correct field type on the right.
Answer:
Explanation:
NEW QUESTION 26
A software company wants customers to receive troubleshooting support easily. New customers prefer to get assistance by using a call center while more experienced customers prefer using the online company forum.
Which three of the following statements are true? (Choose Three)
- A. Experienced customer obtains troubleshooting assistance by using the online forum is a journey
- B. New customer obtains troubleshooting assistance by using a call center is a journey
- C. New customer obtains troubleshooting assistance by using a call center is a microjoumey
- D. Experienced customer obtains troubleshooting assistance by using the online forum is a microjoumey
- E. Customer obtains troubleshooting assistance is a microjoumey
- F. Customer obtains troubleshooting assistance is a journey
Answer: B,D,E
NEW QUESTION 27
You need to send an email to customers who are approved for a mortgage. The system automatically sends a preliminary approval to customers by email.
How do you configure the case to achieve this behavior?
- A. Add a Send Email step to the case life cycle after the Approval step.
- B. Configure a Collect Information step with read-only information, and then route the step to the customer.
- C. Enable email notifications on the case type, and then add a Send Email step to the case life cycle after the Approval step.
- D. Enable email notifications on the case type.
Answer: D
NEW QUESTION 28
You configure a service level to adjust assignment urgency to 100 when the goal interval lapses. How does the assignment urgency impact the deadline interval?
- A. Urgency value continues to increment as configured.
- B. The user is notified that the maximum urgency value has been reached.
- C. Urgency value remains at 100, but other service level processing continues.
- D. Service level processing is halted until the assignment is completed.
Answer: C
NEW QUESTION 29
In a purchase request case type, you have the following requirement: Purchase requests should automatically go to a manager of an employee.
To meet this requirement, you design a case with a________________.
- A. process that routes to the manager
- B. step that routes to the manager
- C. stage to route requests to the manager
- D. change stage step to allow the employee to route to the manager
Answer: B
NEW QUESTION 30
Which configuration informs a user by email when an assignment is added to the user's worklist?
- A. Add a Send Email step to the process after the assignment to notify the assigned user.
- B. Configure a service level to send a notification to the assigned user.
- C. Add a Send Notification step to the process after the assignment to notify the assigned user.
- D. Configure the case type to send assignment notifications to assigned users.
Answer: D
NEW QUESTION 31
In a case which tracks requests for auto loans, a requirement states: Customers should be able to modify contact information at any time during the processing of the case.
Contact information changes must not alter or interrupt the primary flow of the case.
Which option meets the needs of this requirement?
- A. Add an assignment to the case life cycle.
- B. Add a stage with a start condition to the case workflow.
- C. Add an alternate stage to the case life cycle.
- D. Add an optional action to the case workflow.
Answer: B
NEW QUESTION 32
You are configuring an accident claim case for an automobile insurance company with two child cases as illustrated.
The requirement changes to allow the parent case to continue before the child cases resolve.
How do you configure the Wait steps for this requirement?
- A. Configure the Wait step so that only one child case must resolve before the parent case can continue.
- B. Configure the Wait step so users can choose to continue the parent case process regardless of child case status.
- C. Configure the Wait step to continue the parent case when the child cases reaches audit or approval.
- D. Configure the Wait step to continue the parent case when the child cases reach the payment pending review status.
Answer: D
NEW QUESTION 33
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. Review Request
- C. Manager Approves Request
- D. Request Approval
Answer: B
NEW QUESTION 34
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