You have created variables for your customer address to be used throughout their system. What
three pieces of functionality will allow the use of these variables?
A.
Answers
B.
Incidents
C.
Incident Rules
D.
Standard text
E.
Workflow
F.
Agent Scripting
Explanation:
A: You can use variables when authoring answers
C: A variable is a piece of data with a value that can change during rules processing. You define what
its default, or starting, value should be. Then, based on conditions you specify, the variable can be
modified by rule actions. You can also use the value of a variable as a condition of a rule. The value
of the variable is temporary, existing only during the particular rules processing session. When rules
processing is started the next time, the variable’s value is reset to the default value.
VAriables can be used in STandard Text also. right?
YES
A , D and F ?
I think it’s A, C, D.
From the help
“A variable is a predefined shortcut for entering a long string of text when adding an answer, responding to an incident, engaging in a chat session, or creating standard text. Variables can be entered in the Question and Answer fields of an answer”
So, I think it’s A,B,D
The C is not correct because rules variables are temporary.
About rules variables, from the help
“A variable is a temporary data item that is assigned a default value at the start of rules processing. The variable can be modified by rule actions during processing. Other rules can then use it as a condition for triggering certain actions based on its value. The value of the variable is not stored in the database, so it returns to its default value the next time the rules engine begins processing.”