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Last Updated: Jul 23, 2026
No. of Questions: 87 Questions & Answers with Testing Engine
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| Section | Objectives |
|---|---|
| Topic 1: Customer Portal | - Self-service functionality setup - Portal deployment and configuration - Portal access control |
| Topic 2: Site Configuration and Administration | - Search priority and keywords - System settings and configuration - Passport configurations - Message templates and variables |
| Topic 3: Staff and Profile Management | - Configure agent workflows - Set up staff accounts and roles - Create and manage profiles - Define permissions and access rights |
| Topic 4: Customer Interaction Tools | - Manage email and response channels - Set up feedback and surveys - Configure Chat and Co-Browse |
| Topic 5: Analytics and Reporting | - Create standard and custom reports - Configure dashboards - Define report access and sharing |
| Topic 6: Knowledge and Answer Management | - Manage knowledge base categories - Create and organize answers - Set up answer access and visibility |
| Topic 7: Application Appearance | - Create and implement Workspaces - Create Navigation Sets - Design Agent Interfaces - Configure Customizable Menus |
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