In a help desk application, you have the following requirement: The Customer Support Representative must respond to a help desk ticket within 4 hours after a customer submits a ticket.
Where do you configure the service level to meet this requirement?
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_______________.
How do you provide users with guidance for completing a form and avoid the need for application training?
A manager has reviewed a case and has decided to increase the case urgency and escalate to HR. HR must review and respond within four business hours.
Which three configuration options are needed to enable the manager to satisfy the requirements? (Choose Three)
Consider the following scenario:
*During the Interview process for a Job Application case, an administrative assistant selects the date and location of the interview.
*Next, an email invitation is sent to the candidate.
*During the interview, the hiring manager captures notes from the discussion.
*Finally, the candidate is assigned a technical exercise and the results are added to the case.
Select two step names that follow the guidelines for identifying and naming the steps in the process. (Choose Two)
Which two dependencies do you enforce with a Wait step? (Choose Two)
Select the characteristic used to identify candidate rules to be delegated to business users.