Knowledge quiz

It's time to put what you've learned to the test, get 8 right to pass this unit.

How can an administrator allow users to associate users to cases, or cases to other cases?

Choose the correct answer.

Create an Assignment Group.

Create a Workflow Matrix.

Create a Relation.

Create a Case.

How are administrator privileges assigned in Advanced Workflow?

Choose the correct answer.

By assigning a user to a role in the Incentive Management Portal.

Automatically upon user creation.

On the User record in the Setup screen.

By assigning a specific user type.

Which of the following is true regarding Service Level Agreements? Select all that apply.

There are two correct answers.

Each workflow can contain only one Service Level Agreement.

Service Level Agreements determine if a case has been in a status for longer then expected.

The administrator can choose which notification groups will be notified when each threshold is reached.

At least one Service Level Agreement must be defined in a workflow.

Which of the following is correct regarding Permission Groups? (select all correct answers)

There are two correct answers.

Permission Groups contain information on which users can perform actions in the application.

Permission Groups are used to define which users will be able to perform actions.

Permission Groups are groups of users defined as a combination of Departments, User Types and Specific Users.

Permission Groups can be set dynamically by choosing system, project, or case team roles.

In what data type are custom table values stored?

Choose the correct answer.

Double

Text strings

Number

Date

What is the purpose of Assignment Groups?

Choose the correct answer.

To manage the recipients of email notifications sent by an action.

To assign a case to more than one user.

To assign a case to a manager for approval.

To associate users to cases, or cases to other cases.

One user can belong to:

Choose the correct answer.

One User Type, one Department, and multiple Permission Groups.

One Department, multiple User Types, and multiple Permission Groups.

Multiple Departments, one User Type, and multiple Permission Groups.

One Department, one User Type, and one Permission Group.

How can you ensure that users don’t select a system dictionary if a new one has been created?

Choose the correct answer.

Delete the system dictionary.

Use permissions to hide the system dictionary from unauthorized users.

Hide the system dictionary from users.

Use a unique name for the new dictionary.

Which of the following is true regarding Notification Groups?

There are two correct answers.

Notification Groups represent a combination of email template and email recipients.

Notification Groups are used when defining who will receive notification on actions.

Notification Groups are defined by choosing combinations of specific users, departments, or roles in the case, case team, or project.

Notification Groups are defined by choosing a combination of Specific Users, Departments and User Types.

10.

Which menus can an administrator see that a standard user cannot?

There are two correct answers.

Lists

User Tools

Admin Tools

Setup