Your customer has a report that seems to be showing a variety of duplicate records. You checked the filters and they are correct. You checked the database and there are not duplicate records in the database that correspond to the duplicates that the report is showing.
How would you resolve this issue?

• A. Add a roll-up element to the report.
• B. Add an additional report filter around the field that seems to be duplicating.
• C. Add a data slice element to the report.
• D. Select Group Results in the Level menu options
• E. Create a Group Filter in the Level menu options.
• F. Create a Level Filter in the Level menu options.

When an incident is opened, your customer would like to have different incident workspaces open based on the six products that can be selected when an incident is submitted from the Ask A Question customer portal page.
When designing the workflow used to complete this requirement, which three elements are necessary?
(Choose three.)

• A. Entry Point
• B. Set Fields
• C. Workspace
• D. Decision
• E. Load

During your customers' busiest hours, it is common for a supervisor to move agents from one queue to another to attend to more critical incidents.
Which four options allow the supervisor to meet this Requirement? (Choose four.)

• A. The supervisor could include or exclude queues from the agent's profile and the agent can log out and log back in.
• B. The supervisor can delete a queue, so any incidents in that queue will requeue.
• C. The supervisor adds a business rule that sets the queue.
• D. The supervisor could manually change the queue of a group of incidents to the queue the agents are working.
• E. Agents have access to a custom report that can filter and display all queues as directed by the supervisor.
• F. Agents can remove SLAs from the Organization records.
• G. Agents can log out of the console and log in again with a different user account with access to the needed queue.

You are working with a client to set up a new chat channel for their agents. Which four features would you configure in the chat workspace options? (Choose four.)

• A. Prompt the agent to enter wrap up mode.
• B. Set Absent Interval for how long to wait without a response.
• C. Set the queue wait time interval.
• D. Set Status to Solved for incidents created automatically.
• E. Set the Warning time for when to notify an agent when a response is received.
• F. Wrap Up Time.
• G. Create/associate related incident at the beginning of chat.