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Exam contains 73 questions

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Question 7 🔥

What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

Which database solution meets these requirements?

A. Chat with an Agent about a Service Request.

Highly voted

B. View and edit attachments to a Service Request.

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C. Create a Service Request.

Highly voted

D. Delete a Service Request.

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E. Add a message to a Service Request.

Highly voted

Discussion of the question

Question 8 🔥

Which four statements are correct about hotkeys for Action Commands?

Which database solution meets these requirements?

A. They allow a user to escalate a service request.

Highly voted

B. They have default values.

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C. They can all be modified.

Highly voted

D. They allow a user to forward a service request.

Highly voted

E. They can be assigned to a custom action script.

Highly voted

F. They allow a user to copy a service request.

Highly voted

Discussion of the question

Question 9 🔥

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

Which database solution meets these requirements?

A. Both create and update operations are available for imported records.

Highly voted

B. By default, the import starts immediately after it is activated.

Highly voted

C. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.

Highly voted

D. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.

Highly voted

E. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.

Highly voted

Discussion of the question

Question 10 🔥

Identify the sequence of steps you must follow to disable the Service Communication channels.

Which database solution meets these requirements?

A. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.

Highly voted

B. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"

Highly voted

C. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.

Highly voted

D. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.

Highly voted

E. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".

Highly voted

Discussion of the question

Question 11 🔥

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

Which database solution meets these requirements?

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.

Highly voted

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.

Highly voted

C. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.

Highly voted

D. Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.

Highly voted

E. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.

Highly voted

Discussion of the question

Question 12 🔥

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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