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NEW QUESTION: 1
Where in WFM Configuration Utility do you define business hours for a contact center?
A. Activity Policies
B. Contract Site Rules
C. Organization
D. Contract Availability
E. Rotating Patterns
Answer: E
Explanation:
Reference:
http://docs.genesys.com/Documentation/WM/8.1.2/Admin/AboutPol
NEW QUESTION: 2
You need to configure the system to meet the workflow requirements.
What should you use?
A. Case Management and workflows
B. Document Management Notes and Power Automate
C. Power Automate and workflow
D. Vendor Score Cards and Power Automate
Answer: D
Explanation:
Topic 2, Relecloud Case
Current environment: System and IT
Dynamics 365 for Finance and Operations was recently updated.
All recurring batch jobs in the system were removed and recreated.
The alert notification batch processing was recently changed from every 10 minutes to once every two hours.
Real-time reporting of the information is not needed.
Current environment: Customer Service
Customer credit requests are entered through the customer service team.
All requests must contain a date, time, reason for request, and customer service notes on initial recommendations for credit action.
Customers have multiple points of contact who can enter support tickets to the Relecoud portal.
Tickets are automatically generated in the support team's third-party system when they are created by support technicians.
The Dynamics 365 email client mail is used to correspond with customers.
Current environment: Technical Support/IT
The technical support team gets involved when technical issues arise with the Relecloud software. Service tickets are entered and get escalated to the team, depending on the issue.
Microsoft Flow is used for automating different workstreams.
Workflows are not configured for the technical support request flows in Dynamics 365 Finance and Operations.
Management and history of technical support tickets are handled in a third-party issue management solution.
The technical service team manages issues related to the Relecloud POS as well as the Dynamics 365 application.
Current environment: Account Representatives
Each customer is assigned a single account representative.
Account representatives use multiple devices.
Only account representatives have the ability to approve credits.
All email to customers come through their own Outlook instance.
Current environment: Finance
Customers do not have invoice accounts.
Only finance resources have the ability to enter credits.
Credits can be entered by any of the four finance resources assigned the Credits and Refunds security role.
If the request has not been updated in four days, the request is escalated to the Controller. The account representative must be alerted when this occurs.
Requirements: Technical support/IT
Support technicians must use Microsoft's existing knowledge base to resolve open issues.
If an issue exists, support technicians must report the status of the issue on a weekly basis.
If there is no existing support request, support technicians must create one for Microsoft evaluation.
All software must be installed centrally when possible.
The Dynamics 365 Finance and Operations production environment must have an update cadence of every second Saturday from 4-7 A.M. EST.
Updates must be tested in separate environment.
Requirements: Account representatives
Account representatives must be able to see only the relevant customer fields and records automatically from their dashboard.
Account representatives must be able to export the list of customers to Microsoft Excel.
Account representatives must be able to navigate to the customer master record for any editing or record entry tasks.
The forms must be relevant based on each account representative's needs.
Account representatives need a centralized location to see multiple data components.
Account representatives require an offline list of their current customers in Excel with only the fields they need.
The IT Director must reassign all instances of an account representative's customer contacts if the representative leaves the company.
An alert must be sent automatically to an account representative when a credit is issued or any data is changed on a customer's record.
Requirements: Financials
Any refund must be printed as a physical check.
All printers must be exclusive to the financial legal entity.
Issues
Typing 'pickle' in the search box yields no returned results for the account representative.
After the latest update, an account representative reports that he is no longer receiving alert notifications when a customer's contact is changed.
An account representative has recently resigned.
NEW QUESTION: 3
민첩한 개발에서 스크럼 마스터의 기본 역할은 무엇입니까?
A. To choose the primary development language
B. To project manage the software delivery
C. To match the software requirements to the delivery plan
D. To choose the integrated development environment
Answer: B
NEW QUESTION: 4
A job plan is used throughout the organization and has six tasks except for one site (site A) that has an additional task. What is the best approach to accomplish this requirement?
A. Two job plans are needed: one that is designated as site A at the job plan level and has the seven appropriate job tasks for that site, and one without a defined site for the six job tasks appropriate for the remaining sites.
B. For the job plan or the six tasks that apply to both sites, do not define an organization or site. For the additional task that is specific for site A, designate the site ID for that task as site A.
C. For the job plan or tasks, do not define an organization or site. When the work order for a site other than site A is created, delete the task which does not apply from the work order.
D. Create a job plan with the six tasks that apply to both sites. Create a nested job plan that references the unique task, designate it for site A and associate it with the first task.
Answer: B
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