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Exam contains 73 questions

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Question 1 🔥

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

Which database solution meets these requirements?

A. Add the Password Reset component to your DCS application.

Highly voted

B. Instruct users that they can only change their password by chatting with an agent.

Highly voted

C. Enable the "Password Reset" option in the User Administration component.

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D. Obtain the Change Password Link and add it to your DCS page.

Highly voted

Discussion of the question

Question 2 🔥

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

Which database solution meets these requirements?

A. If required, users can manually set the "Closed" status for a service request.

Highly voted

B. Users can reopen a service request when the status is set to "Closed".

Highly voted

C. Users can reopen a service request when the status is set to "Resolved".

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D. "Closed" status is set by an automatic job after a specified number of days.

Highly voted

E. "Customer working" is one of the five seeded status types.

Highly voted

Discussion of the question

Question 3 🔥

Select the correct procedure to enable the Audit History tab for Service Requests.

Which database solution meets these requirements?

A. Sign in to Engagement Cloud as an administrator. From the Navigation tool, select Setup and Maintenance. Select the "Service" tile from the list of products. Click "Setup" in the Administration section. In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options". Search for the profile option code for SR Audit. In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list. Save the configuration.

Highly voted

B. Sign in to Engagement Cloud as a user. From the navigation tool, select "Set Preferences". Under "Service" select "Configure Audit History". From the "Enable" tab, click "Yes" for the "Show Audit History" option. Select the "Fields" tab and add all desired fields to the "Displayed Fields" column. Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list. Save the configuration.

Highly voted

C. Sign in to Engagement Cloud as an administrator. From the Navigation tool, select Application Composer. At the top of the page choose "Appearance". Under General, click "Enable" next to "Show Audit History" option. Save the configuration.

Highly voted

D. Sign in to Engagement Cloud as an administrator. From the Navigation tool, select Security Console. Select the Search icon and search for "Service Request Audit History". In the Profile values section, select Yes in the Profile Values drop-down list. Save the configuration.

Highly voted

Discussion of the question

Question 4 🔥

You need to extract all service Request (SR) data from your Engagement Cloud site from the last 12 months.Identify two valid approaches to get this large volume of data.

Which database solution meets these requirements?

A. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.

Highly voted

B. You can download large volumes of SR data from the Analytics interface.

Highly voted

C. You must retrieve large volumes of data through a REST API endpoint.

Highly voted

D. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.

Highly voted

Discussion of the question

Question 5 🔥

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

Which database solution meets these requirements?

A. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.

Highly voted

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.

Highly voted

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.

Highly voted

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.

Highly voted

Discussion of the question

Question 6 🔥

Which three statements are true about building Digital Customer Service (DCS) applications?

Which database solution meets these requirements?

A. Many DCS applications can be active in production at the same time.

Highly voted

B. DCS includes a "reference implementation template" that illustrates recommended implementation practices.

Highly voted

C. Only one version of a DCS application can be active in production at any time.

Highly voted

D. DCS application can be embedded in other sites.

Highly voted

Discussion of the question

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Exam contains 73 questions

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