NEW QUESTION 1
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. Rules do not follow an orde
• B. 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.
• 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. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisione
• F. The URL is empty so the system shows the contact edit page.
• G. Screen pops are not configurabl
• H. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.

Answer: C

NEW QUESTION 2
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 Products
• B. Manage Service Request Status Values
• C. Manage Service Request Categories
• D. Manage Service Request Severities
• E. Manage Service Request Queue
• F. Manage Service Request Resolutions

Answer: ABCE

NEW QUESTION 3
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

• A. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
• B. Milestones are actions on a service request (SR) that must be completed by a specific time.
• C. Milestones can be one of four default types: ‘First Response’, ‘Second Response’, ‘Final Action’, and ‘Resolution’.
• D. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
• E. Milestones are commitments to handle SRs within certain timelines.

Answer: ACD

NEW QUESTION 4
You have just created a new Digital Customer Service (DCS) application and now you need to add a
user-registration option.
Which three steps should you perform to configure user self-registration in your DCS application?

• A. Configure the self-registrations to restrict registration to only existing Contacts.
• B. Configure your self-registrations so that they are automatically approved.
• C. Enable the self-registration steps in the “Manage Digital Customer Service Registration Profile Options” task.
• D. Disable the anonymous access option in your DCS application.

Answer: ABD

NEW QUESTION 5
Which two options are true about reporting on milestones?

• A. Administrator-defined milestone data is not included in Analytics.
• B. No standard reports on milestones are provided.
• C. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
• D. An as-delivered SLA Infolet shows near-overdue and overdue milestones.

Answer: AD

NEW QUESTION 6
Select three correct limits and restrictions when importing data from a file.

• A. Both create and update operations are available for imported records.
• B. By default, the import starts immediately after it is activated.
• C. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
• D. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
• E. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.

Answer: ABC

NEW QUESTION 7
What three things should you do once you have established a global default coverage?

• A. Create an ESS job to Monitor Service Request Milestones.
• B. Create an ESS job to Aggregate Service Requests.
• C. Use Application Composer to configure warning emails about milestone compliance events.
• D. Use Application Composer to include milestones on the Service Request Layout if desired.

Answer: ABD

NEW QUESTION 8
Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?

• A. The user doesn’t have the role ENABLE_LOCALE_FILTER_ROLE.
• B. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
• C. The batch job for recommendations has not been executed.
• D. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
• E. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.

Answer: A

NEW QUESTION 9
You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer’s requirement?

• A. Make them available to external users by giving them access to the internal “My Knowledge” page.
• B. Make them available externally to customers via My Digital Customer Service (DCS).
• C. Make them available to employees and agents via My Knowledge.
• D. Make them available internally to agents as part of the Service Request Knowledge Panel.
• E. Make them available for users with the “Knowledge Analyst” and “Knowledge Manager” roles only.

Answer: BCE

NEW QUESTION 10
Which two keyboard shortcuts can be modified?

• A. OK
• B. Create Service Request
• C. Cancel
• D. Save and Continue
• E. Save and Close

Answer: AB

NEW QUESTION 11
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?

• A. There are no specific e-mail tasks available.
• B. The environment was not provisioned correctly and the service module is missing.
• C. The team members don’t have the Email Administrator Role provisioned.
• D. The team members have not established the e-mail feature on the Offerings page.

Answer: D

NEW QUESTION 12
You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?

• A. Time Period
• B. Duration
• C. Available
• D. Interval
• E. Start/Stop

Answer: B

NEW QUESTION 13
You have been asked about some of the features of CTI 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. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
• B. 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.
• C. 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.
• D. There is not 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.

Answer: C

NEW QUESTION 14
Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

• A. Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.
• B. Articles are available to users only after the application updates the knowledge base search inde
• C. This happens at regular intervals and there might be some elapsed time before the search index is updated.
• D. There is a configuration failure in the publishing tas
• E. A user provisioned as “Knowledge Manager” must ensure that the “automatic refresh for articles” option is set to “Yes” from the “Manage Administrator Profile Values” task.
• F. Users that want to see immediate updates to articles must have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.

Answer: B

NEW QUESTION 15
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 and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
• C. 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.
• D. 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.

Answer: D

NEW QUESTION 16
Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Resolution Metric = 2880
First Response Metric = 360
First Response Warning Threshold

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

Answer: BC

NEW QUESTION 17
Which four statements are correct about hotkeys for Action Commands?

• A. They allow a user to escalate a service request.
• B. They have default values.
• C. They can all be modified.
• D. They allow a user to forward a service request.
• E. They can be assigned to a custom action script.
• F. They allow a user to copy a service request.

Answer: ABCD

NEW QUESTION 18
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

• A. Shared Across the Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
• B. In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
• C. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
• D. Multi-Language Capabilities: Users can create their articles in their native language and enableAuto-Translate to make it available to users from other regions with different languages without effort.
• E. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.

Answer: ABE

NEW QUESTION 19
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. requires less work and effort
• B. allows use of a simpler hierarchy
• C. allows the display of a product hierarchy specifically for service purposes
• D. allows you to use the same product hierarchy as sales

Answer: AD

NEW QUESTION 20
You are creating or editing a SmartText entry. Which four options can you insert into the entry?

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

Answer: BDEF

NEW QUESTION 21
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. Modify the original base locales of the articles to match the target language.
• B. Deploy the Auto-Translate option on existing articles and turn on the “auto-Translate new articles” feature.
• C. Enable new locales for the languages to be used and provision designated users to translate the articles.
• D. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.

Answer: C

NEW QUESTION 22
......