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NEW QUESTION 36
Your customer has created a new script and deployed it to agents in their call center within their incident workflow. They have noticed that their agents cannot end the script as expected. What are two reasons for this?

• A. The agents cannot get to the pages where they can end the script.
• B. There are no script beginning and ending buttons enabled for the script pages.
• C. There are no exit or finished events being triggered on the script pages.
• D. There are no return events listed in the incident workflow for the script use.

Answer: B,D

NEW QUESTION 37
In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not be allowed to perform creation and deletion operations.
How can this be done?

• A. by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
• B. by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
• C. by creating the Contact Center Agents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
• D. by configuring settings at the time of creation of the custom object

Answer: B

NEW QUESTION 38
Which four statements are true about incident rules?

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

Answer: B,D,E,F

NEW QUESTION 39
Which two statements are true about the Organization object in Service Cloud?

• A. It has a one-to-one relation with contacts.
• B. It is widely used in Business-to-Business scenarios.
• C. It is required to create an incident.
• D. It has a one-to-many relation with contacts.
• E. It can be associated with incidents directly.

Answer: B,D

NEW QUESTION 40
How can you set a preference that is local to your machine?

• A. By selecting Navigation pane > Configuration > Staff Management > Profiles
• B. By selecting File > Configuration
• C. By selecting File > Options
• D. By selecting File > Settings

Answer: C

NEW QUESTION 41
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