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NEW QUESTION 50
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

  • A. The Starts When criteria of the milestones is not True.
  • B. No default coverages are set up.
  • C. The scheduled process has not been set up.
  • D. Entitlement rules are not valid for the service request.

Answer: A,B,C

 

NEW QUESTION 51
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?

  • A. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
  • B. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".
  • C. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".
  • D. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
  • E. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
  • F. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".

Answer: A

 

NEW QUESTION 52
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. Duration
  • B. Available
  • C. Time Period
  • D. Interval
  • E. Start/Stop

Answer: A

 

NEW QUESTION 53
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. Add a message to a Service Request.
  • C. Delete a Service Request.
  • D. View and edit attachments to a Service Request.
  • E. Create a Service Request.

Answer: A,C,D,E

 

NEW QUESTION 54
Identify three considerations before starting the configuration of assignment rules to service requests.

  • A. the candidates of queues to use as criteria for your rule assignments
  • B. the candidates of service requests to use as criteria for your rule assignments
  • C. the attributes of service requests to use as criteria for your rule assignments
  • D. the rule sets you want to create and the rules to include in each rule set
  • E. the attributes of queues to use as criteria for your rule assignments

Answer: A,B,D

 

NEW QUESTION 55
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