What are three steps in a chat process flow? (Choose three.)

Question

Options

• AThe agent selects chat in the gadget.
• BThe application server checks Chat EP configuration.
• CThe application server displays the chat to the agent with a notification.
• DThe customer initiates a chat and hits Chat Entry Point (EP).
• EEAAS notifies EAMS of DO_THIS_WITH_TASK.
• FEAAS Instances sends NEW_TASK message to MR PIM.

• A
  93% (26)
• C
  4% (1)
• F
  4% (1)

Explanation

Options A, B, and D capture the three core customer-facing steps of a standard chat session flow: the customer kicks off the interaction by hitting the Chat Entry Point (D), the application server validates that entry point against its configuration to determine how to route the session (B), and finally the agent accepts the chat by selecting it in their gadget (A). Together, these form the logical sequence of initiation → routing check → agent pickup.

Why the distractors are wrong:

• C is misleading because the agent selects the chat (A already covers this); the server doesn't independently "display" it with a notification as a distinct process step.
• E and F describe internal messaging between back-end components (EAAS, EAMS, MR PIM) that belong to task-routing infrastructure, not the visible chat process flow being tested here.

Memory tip: Think of the flow from the outside in - Customer → Server → Agent maps directly to D → B → A. The customer always goes first, the server checks configuration second, and the agent acts last.

No community discussion yet for this question.