Check your knowledge

1.

You've recently taken a call from an existing customer and want to create a new case record for them. You want to ensure that the case record is opened in a new session. What do you do?

Select the New Case button on the My Active Cases subgrid

Press the Shift key while selecting the New Case button on the My Active Cases subgrid

Press the Ctrl key while selecting the New Case button on the My Active Cases subgrid

Select the New Case button on the Cases Available to Work On subgrid

2.

You're creating an agent experience profile. You want to ensure that agent scripts are available to users who are assigned to the profile. Where in the app profile is this parameter defined?

General tab

Productivity pane

Session Templates

Channels

3.

You've been asked to create an application tab template that will show representatives only their currently open cases. Which page type should you select?

Entity record

Dashboard

Entity list

Search

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