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Question 1:
Your client needs to associate a product item with a product group but cannot make the association. What should you check to identify the cause?
A. Validate that the product item is active and published.
B. Verify that Eligible for Service is selected on the product item.
C. Verify that Root Catalog is selected on the product groups.
D. Validate that AllowDuplicate is selected on the product item.
Correct Answer: A
Question 2:
Which four actions does the REST API for Service Requests (SRs) allow?
A. Update SR milestone
B. Create SR
C. Update SR assignee
D. Delete SR by SR number
E. Delete SR by SR title
Correct Answer: ABCD
Question 3:
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.
A. You can schedule a single export as an ESS job (also known as a “scheduled process”) for all 12 months of SR data.
B. You can download large volumes of SR data from the Analytics interface.
C. You must retrieve large volumes of data through a REST API endpoint.
D. You can schedule incremental exports as ESS jobs (also known as a “scheduled process”) on a periodic basis, such as weekly or monthly.
Correct Answer: AB
Question 4:
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?
A. Chat with an Agent about a service request.
B. View and edit attachments to a Service Request.
C. Create a Service Request.
D. Delete a Service Request.
E. Add a message to a Service Request.
Correct Answer: ABCD
Question 5:
When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.
A. 1,3,2,4
B. 3,2,4,1
C. 2,4,3,1
D. 1,2,3,4
Correct Answer: D
Question 6:
Which two are required to publish a completed Digital Customer Service (DCS) application?
A. a single “publish” action to complete the task
B. nothing (DCS applications are always available to all users.)
C. moving the application to Stage and subsequently to Production status
D. system administrator approval
Correct Answer: BC
Question 7:
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 the two advantages of creating a new service catalog instead of using an existing one?
A. requires less work and effort
B. allows the 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 the sales
Correct Answer: AD
Question 8:
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 queue defined in the first evaluated rule is always assigned to the service request.
C. The queue defined by default is the one assigned to the service request.
D. The service request assignment will be unpredictable.
Correct Answer: B
Question 9:
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.
Correct Answer: ABC
Question 10:
Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?
A. Select Create Category > Create Top-Level Category.
B. Check the Active flag.
C. Select the task Manage Service Request Categories.
D. Select Status = “Active”.
E. Select Service Catalog in Functional Areas.
F. Select Create Category > Create Child Category.
G. Complete Category Name.
Correct Answer: ACDF
Question 11:
Identify the sequence of steps you must follow to disable the Service Communication channels.
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.
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”
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.
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.
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”.
Correct Answer: C
Question 12:
Which three statements are true about building Digital Customer Service (DCS)applications?
A. Many DCS applications can be active in production at the same time.
B. DCS includes a “reference implementation template” that illustrates recommended implementation practices.
C. Only one version of a DCS application can be active in production at any time.
D. DCS application can be embedded in other sites.
Correct Answer: BCD
Question 13:
If you want to disable the ability to delete activities for all users, what action should you perform?
A. Remove the “delete activities” button from all pages used by the users who have this access.
B. Remove the “delete activities” role from all the users who have this role.
C. Remove the “delete activities” privilege from all the roles for users who have this access.
D. Remove the users of the roles who have the “delete activities” access.
Correct Answer: D
Question 14:
Your customer has noticed that emails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?
A. a configured job to process inbound emails
B. an inbound message filter per time schedule
C. a configured profile option to schedule the retrieval of emails
D. an inbound message filter per sender
Correct Answer: B
Question 15:
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 order. 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.
B. Rules follow a priority order. 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.
C. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
D. Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
Correct Answer: C
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