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Which of the following scenarios best describes the use of a private queue?
A support queue all new cases are routed to before they're routed to other queues.
A gold queue that is supported by gold technicians
A queue that was automatically created when a new user was added.
A standard queue where all cases can be worked by any technician.
Which of the following statements best describes what happens when a representative releases a queue item they're working on?
The queue item is removed from the users personal queue and all other queues.
The queue item is removed from the users personal queue and returned to its original queue.
The queue item is removed from all queues.
The queue item is removed from its original queue it was taken from.
In which of the following scenarios would a routing rule be applied?
Automatically when a case is created manually by a representative.
When a representative selects the Save button.
When a representative selects the Add to Queue button.
Automatically when a case is created by a record creation rule.
You must answer all questions before checking your work.
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