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Managing application access
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Défi
Managing application access
1 Tâche
5 mins
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GoGoRoad product managers want to restrict access to development on the New Vendor Case Type so that only approved roles perform updates. Configure...
Auditing changes to the value of fields
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Défi
Auditing changes to the value of fields
1 Tâche
5 mins
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HRApps provides payroll setup for employees. For the Payroll Setup Case Type, an employee provides their bank information for direct deposit. When the...
Creating users and roles
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Défi
Creating users and roles
4 Tâches
10 mins
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GoGoRoad provides roadside assistance services through contracted vendors. To ensure customer satisfaction and service consistency across vendors...
Configuring security policies
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Défi
Configuring security policies
2 Tâches
5 mins
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GogoRoad is experiencing a large number of failed login attempts. Management suspects that the attempts are malicious attacks by an internet bot...
Configuring a coaching tip
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Défi
Configuring a coaching tip
2 Tâches
15 mins
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You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for...
Configuring a common phrase
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Défi
Configuring a common phrase
2 Tâches
15 mins
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Your company wants to set up a consistent greeting for customer service agents to use when sending emails to customers. The message thanks the...
Configuring customer verification
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Défi
Configuring customer verification
3 Tâches
15 mins
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The business wants to ensure that all customer service representative verify the identity of a customer at the start of an interaction. You have been...
Configuring intelligent routing
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Défi
Configuring intelligent routing
2 Tâches
10 mins
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The U+ Bank email bot is set up. You are now expected to configure the email bot to react to customer requests, route work, and automatically respond...
Configuring the Email Manager portal
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Défi
Configuring the Email Manager portal
3 Tâches
15 mins
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The U+ Bank email bot is set up, and you must configure the Email Manager portal to manually triage any emails that do not match the intelligent...
Creating a case from an email
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Défi
Creating a case from an email
4 Tâches
20 mins
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Your customer, U+ Bank, wants to speed up email interactions for address changes by pre-populating cases with the correct values. For address change...