NEW QUESTION 1
Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Which option allows the customer to address the problem, so that all users can get articles in their native language?

• A. Diagnose the usage of the articles to eliminate all non used documents to avoid unnecessary translations.
• B. Enable new locales for the languages to be used and provision designated users to translate the articles.
• C. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.
• D. Modify the original base locales of the articles to match the target languag

Answer: B

NEW QUESTION 2
You have been asked about some of the features of CT1 notifications- Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them. Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

• A. There is no current feature that may help users be aware of the presence of an incoming call If they are not currently in the Engagement Cloud browser page.
• B. A floating toolbar notification center can be configured, that is present all the time in the agent’s screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
• C. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
• D. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

Answer: B

NEW QUESTION 3
Your customer has informed you about a possible error in the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losing time and being ineffective.
What is causing the problem?

• A. Screen pops are not configurabl
• B. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
• C. Rules follow a priority orde
• D. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a Service Request token is also available,
• E. Rules do not follow an orde
• F. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
• G. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisione
• H. The URL is empty so the system shows the contact edit page.

Answer: D

NEW QUESTION 4
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

• A. You will be required to code any new workflow actions in Groovy.
• B. You must make the changes using the Page Composer tool.
• C. You can send an e-mail notification to specified recipients.
• D. You can define the workflow to run when certain fields of the SR object are changed.
• E. You can modify the workflow to update field values within the SR object.
• F. You can generate tasks for the SR object from the workflo

Answer: CDEF

NEW QUESTION 5
You are creating or editing a SmartText entry. Which four options can you insert into the entry?

• A. Other SmartText entries a
• B. Text
• C. Images
• D. Tables
• E. URLs
• F. Variables

Answer: ABDF

NEW QUESTION 6
Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks. Which four lookups can be modified from this task list?

• A. Manage Service Request Queue
• B. Manage Service Request Products
• C. Manage Service Request Status Values
• D. Manage Service Request Categories
• E. Manage Service Request Resolutions
• F. Manage Service Request Severities

Answer: ABCD

NEW QUESTION 7
Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them. Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

• A. In Advanced Search, select Action > Update.
• B. In Advanced Search, confirm Record Set = Assigned to Me.
• C. Click the Show Advanced Search icon.
• D. Change the section identified with Status = New.
• E. In Advanced Search, save and select the "Set as Default" box.
• F. In Advanced Search, Add Channel Type * We

Answer: BCDEF

NEW QUESTION 8
Given the entitlement rules below, II a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
• Condition Column Severity = High
• Calendar - 9 AM to 5 PM, Monday - Friday, US EST
• Resolution Metric = 2880
• Resolution Warning Threshold 120
• First Response Metric = 360
• First Response Warning Threshold 120

• A. First Response is due on Friday, 12 noon EST.
• B. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
• C. Resolution is due on Saturday, 2 PM EST.
• D. If the SR is not resolve
• E. Resolution warning will occur on Monday, 12 noon ES

Answer: AB

NEW QUESTION 9
Which two are true characteristics about the lifecycle of a service request?

• A. "Customer working" is one of the five seeded status types.
• B. If required, users can manually set the "Closed" status for a service request.
• C. Users can reopen a service request when the status is set to "Closed".
• D. "Closed" status is set by an automatic job after a specified number of days.
• E. Users can reopen a service request when the status is set to "Resolved".

Answer: DE

NEW QUESTION 10
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
What is the problem?

• A. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
• B. The configured frequency to retrieve emails is too long.
• C. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE
• D. Incoming messages have a custom filte

Answer: D

NEW QUESTION 11
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?

• A. allows use of a simpler hierarchy
• B. allows the display of a product hierarchy specifically for service purposes
• C. allows you to use the same product hierarchy as sales
• D. requires less work and effort

Answer: CD

NEW QUESTION 12
Which statement is correct when describing the process of adding assignment rules from Service Setup?

• A. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
• B. Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.
• C. Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
• D. Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.

Answer: B

NEW QUESTION 13
Which two ate requited to publish a completed Digital Customer Service (DCS) application?

• A. a single "publish" action to complete the task
• B. system administrator approval
• C. moving the application to Staging and subsequently to Production status
• D. nothing (DCS applications are always available to all users.)

Answer: CD

NEW QUESTION 14
What should you do to enable Password Reset in Digital Customer Service (DCS)?

• A. Enable the "Password Reset" option in the User Administration component.
• B. Obtain the Change Password Link and add it to your DCS page.
• C. Add the Password Reset component to your DCS application.
• D. Instruct users that they can only change their password by chatting with an agen

Answer: B

NEW QUESTION 15
Your customer wants their milestones to only be due during working hours on weekdays. What characteristics of the Coverage Times must be configured?

• A. The customer must configure at least one interval for every day from Monday to Friday.
• B. The customer must set the time zone to UTC
• C. The customer must configure a lunch break on weekdays.
• D. The customer can optionally configure intervals for Saturday and Sunda

Answer: A

NEW QUESTION 16
Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?

• A. Create an entitlement rule that specifies:- Condition Column Severity - High- Calendar = 24 by 7-.Resolution Metric = 1440- Resolution Warning Threshold 180- Appropriate Start and End Dates
• B. Do not choose any optional criteria columns.
• C. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
• D. Choose all optional result column

Answer: A

NEW QUESTION 17
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?

• A. An error will occur; no queue is assigned to the service request.
• B. The service request assignment will be unpredictable.
• C. The queue defined in the first evaluated rule is always assigned to the service request.
• D. The queue defined by default is the one assigned to the service reques

Answer: C