Minute to win it

Joe manages hotel bookings and complaints using Freshdesk and has setup a Dispatch'r rule to assign tickets to a group if it has the word "hotel" in the ticket description. However, Joe is confused as to which of the following would be picked up by the rule. Please pick the ones which would apply to this rule

• There are other hotels with the better prices. Can you consider giving us a discount?

• Can you please help me out with hotel bookings? Your website keeps crashing :(

• HOTEL SERVICE IS POOR!

• The Hotelier is not at welcoming! Poor service

When a ticket is split, the admin wants to send out an email to the customer stating that the response has been split. Which of the following would help in this case?

• Supervisor

• Observer

• Scenario Automations

• None of the above

John is strict about the SLA due dates and recently found out that his agents have been changing the due times. He wants to catch all these agents who change the due dates red-handed! Is this possible?

• Yes

• No

• Maybe to an extent, this can be done

I have a set of 300 tickets on which I have to send out a specific reply and change a few text fields. What would be the best way to get it done?

• Supervisor or time based triggers

• Bulk Actions

• Scenario Automations

• Event based triggers or Observer

I would like to send an email to notify an agent belonging to two different groups, using automations. Which among the following allows this?

• Ticket creation rules

• Ticket Updates

• Scenario Automations

• All of the above

I'd not be able to assume the following role's identity

• Account Administrator

• Administrator

• Both Account Administrator and Administrator

• We can assume identity of all agents irrespective of the role

Agent 1 & agent 2 belongs to group 1 & 2 respectively, Agent 1 is happily able to change his availability but agent 2 can't do that. He reports this to his Admin and asks him to allow him the same. Where should the Admin make changes for Agent 2 to see the toggle?

• Change the agent's permission from under Admin-->Agents

• Change the settings under the Dashboard-->Agent availability

• Change this from under Admin-->Groups-->Group2

Agent 1 and 2 belongs to Group A, Agent 3 belongs to group B, Group A has Load balanced ticket assignment configured whereas Group B has Round Robin ticket assignment turned on. Group A has a threshold of 5 tickets. There are 16 incoming tickets which got assigned to Group A and 10 tickets that got assigned to Group B. How many tickets will be assigned to each agent both in Group A and B?(Assume Agent 1 and 2 have 0 tickets in their queue)

• 5,5,10

• 8,8,10

• 10,10,6

• None of the above

When does a day pass expire?

• 12 hours

• 24 hours

• Till EOD

• Once the agent logs in and logs out

How can we prevent an agent from viewing the contacts tab?

• Portal customisations

• Roles

• Both

• None of the above