Consider the following user story:

As a customer, I want to be able to cancel an open service request at any time.

Select the configuration option that satisfies the user story.

A. Configure the Cancel button on the user views to resolve the case.

B. Add an alternate stage to the case life cycle.

C. Add a case wide action to the case workflow.

D. Add a stage-only action to each stage in the case workflow.

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 goal to be the required response time based on policy and send 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 deadline to be the desired response time based on policy and sends notifications to both parties.

D. Set the goal to be the desired response time based on policy and send notifications to both parties.

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 remains at 100, but other service level processing continues.

B. Service level processing is halted until the assignment is completed.

C. The user is notified that the maximum urgency value has been reached.

D. Urgency value continues to increment as configured.

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. Enable email notifications on the case type.

B. Enable email notifications on the case type, and then add a Send Email step to the case life cycle after the Approval step.

C. Add a Send Email step to the case life cycle after the Approval step.

D. Configure a Collect Information step with read-only information, and then route the step to the customer.

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 calendar control.

B. Use a pick list control.

C. Use a validation condition.

D. Use a when condition.