A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for the follow up: #120728000001
A member of your support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it."
Which two actions will allow you to identify the correct message base item if you do not know which message base you need to edit?

• A. Submit an incident to customer care.
• B. Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
• C. Run a message base report and search for the text string you want to change.
• D. Look for the message in the receipt email body.

Your customer has two different types of end customers that will be visiting their knowledgebase website.
The types are "public customers" and "registered customers".
They would like to present additional knowledgebase answers to the registered customers.
Choose the two statements required to set up this type of environment.

• A. Create a special public answer status for the registered customer answers.
• B. Create special Products and Categories for the registered customer answers.
• C. Ensure registered customers in to the knowledgebase website and are assigned a service level with the access level to their account.
• D. Set up an access level without customer visibility and assign it to the registered customer answers.
• E. Set up an access level without customer visibility and assign it to all the customer answers.

Your customer ships packages directly to customers using a track able shipping method.
When an order is shipped, a tracking number is saved in an incident custom field.
In order to quickly respond to customer's questions about shipping status, your customer has requested that a hyperlink control be available on the incident workspace that will load the tracking details of the package associated with the incident when clicked.
The custom field details are below:
-Name: Tracking ID -Data Type: Text Field -Usage: Plain Text -Default Value: Null -Size of Field: 13 -Column Name: tracking_id -Custom Field ID: 87 The URL customer has provided for tracking is https://widgetshippers.com/trackyourpackage?id=
Of the available options, select the one that satisfies your customer's request.

• A. https://widgetshippers.com/trackyourpackage?id=$icf_c&tracking_id
• B. https://widgetshippers.com/trackyourpackage?id=incidents.c$tracking_id
• C. https://widgetshippers.com/trackyourpackage?:id=incidents.c$tracking_id
• D. https://widgetshippers.com/trackyourpackage?id=c$tracking_id
• E. https://widgetshippers.com/trackyourpackage?id=$p_icf_87

Within the password configuration settings what does the grace period control?

• A. The number of days after a password expires that the user can still log in before the account is locked
• B. The number of days a notice is sent to the user before his password expires
• C. The number of days before a manager is noticed of a locked account
• D. The number of days after an account is locked when the user can request an online reset of his password

Your customer requested that you create a new report and make it available in the agent's navigation set.
You create the report and add it to the agent's navigation set. However, the agents cannot see the new report.
Select three actions you must perform to identify the reason the report does not display for the agents.

• A. Review the navigation set in the profile to ensure it matches the navigation set you updated.
• B. Check the Customize Navigation Sets selection.
• C. Validate the Analytics permissions set for the report
• D. Request the agents to log off and log back on.
• E. Review the filters in the report to ensure the Assign field selection is set to Logged In.
• F. Verify that profile permissions in Service has a check for "Read" under Incidents.