Module 5

Question 1

What should you consider when exporting a report to PDF and sharing the exported file?

Answer 1

1. Information may be obsolete
2. Access control is not enforced on exported data

Question 2

What are the four tabs used to guide the user through creating a new report in the report designer?

Answer 2

1. Data
2. Type
3. Configure
4. Style

Question 3

What can trigger a notification?

Answer 3

1. Record inserted or updated
2. Event is fired
3. A script

Question 4

Name three ways of sharing a report

Answer 4

1. Schedule email
2. Export to PDF
3. Publish

Question 5

Which tabs are used to configure an email notification?

Answer 5

1. When to send
2. Who will receive
3. What it will contain

Question 6

Where can users define notification channels and manage subscriptions?

Answer 6

All>System Settings>My Notification preferences
or
User profile menu> preferences>notifications>Core UI

Question 7

Where do you go to create your own reports?

Answer 7

All>Reports>View/Run
From inside any list in the column context menus

Question 8

What are the main report types?

Answer 8

1. Pareto
2. Donut
3. Heatmap

Question 9

What are some system tables that by default are restricted from the reporting module?

Answer 9

syslog
syslog_transaction
sys_attachment
sys_email

Question 10

What are common report actions?

Answer 10

1. Update
2. Insert
3. Insert and stay
4. Save as report source

Question 11

What are all options available when sharing a report?

Answer 11

1. Share
2. Schedule
3. Add to dashboard
4. Export to PDF
5. Publish

Question 12

For who can tags be made visible?

Answer 12

1. The current logged in user
2. Groups and users
3. Everyone

Question 13

What does Performance Analytics (PA) do?

Answer 13

Allows users to create dashboards with widgets to visualize data over time in order to indentify areas of improvement.

Question 14

What is the PA Architecture?

Answer 14

1. Widgets
2. Tables
3. Data Collector
4. Dashboard

Question 15

What can PA do in addition to calculating trends?

Answer 15

1. Track performance against targets
2. Alert when Thresholds are met
3. Forecast future performance
4. Compare performance at different points in time

Question 16

What do templates do?

Answer 16

Allow form fields to be populated automatically simplifying the process of generating new records

Question 17

How do you access the template bar in the classic environment?

Answer 17

Click the More options icon (… ) from the
form header, then Toggle Template Bar to
work with templates

Question 18

How do you access the template bar in a workspace?

Answer 18

When the record opens, click the Template icon in the contextual side panel

Question 19

How do you manually send emails to clients?

Answer 19

More options > Email (Classic env)
More options > Compose Email (workspace)

Question 20

How do you create new quick messages?

Answer 20

Email Client >
Quick Messages
Click new
Submit

Question 21

How do you add a quick message to an email?

Answer 21

See attachments

Question 22

What can you use to create predefined content for email messages?

Answer 22

Quick messages

Question 23

What are the main notification methods?

Answer 23

1. Email
2. SMS
3. Meeting invitations

Question 24

How do you view the notifications in your system?

Answer 24

All>system mailboxex>Outbound>Outbox

Question 25

How do you access the notifications you have received?

Answer 25

All>system notification>email>notifications

Question 26

What are the options when for "when to send" when creating a notification?

Answer 26

1. Record inserted or updated 2. Event is fired 3. Triggered 4. Script

Question 27

How does dot-walking do in the context of a notification?

Answer 27

gathers information from a series of tables through reference fields

Question 28

What are notification watermarks?

Answer 28

A random 31-character string that makes it unique and can be customized. It consists of: 1. Customizable prefix (3 ch) 2. Auto-numbered identifier (7 ch) 3. An underscore character followed by a random 20-charcter string ## Footnote The system generates it by default at the bottom of each notification email to allow matching incoming email to existing records

Question 29

How can you ensure that certain notifications won't be unsuscribed?

Answer 29

Through the fields: 1. Force delivery 2. Mandatory

Question 30

What tool allows agents to have real-time collaboration with others, around a task-based or interaction-based record in a Workspace?

Answer 30

Sidebar

Question 31

In what workspaces is sidebar supported?

Answer 31

Question 32

Is it true that Sidebar and activity stream are integrated?

Answer 32

Yes

Question 33

What offers pre-built sets of integration actions to interact with common third-party applications?

Answer 33

Integration Hub

Question 34

How are sets of integrations called?

Answer 34

Spokes

Question 35

What is Automation Centre?

Answer 35

An application that uses dashboards to visualize, manage, and measure the health of multi-vendore lifecycles from one place, preventing future automation failures in your instance for multiple vendors.

Question 36

Which roles are able to initiate the setup of Predictive Intelligence?

Answer 36

Admin ml_admin

Question 37

What does Predictive Intelligence do?

Answer 37

Uses machine-learning algorithms to set field values during record creation

Question 38

What are the categories impacted by Predictive Intelligence?

Answer 38

End users Frontline workers Service owners