Question 1

You have been instructed to implement the “My Knowledge” page for your customer’s Engagement Cloudsite.Which is the correct first action in configuring “My Knowledge”?

Options :

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 Administrator Profile Values”, search for the “Enable My Knowledge Menu for Service” profile option, and activate it.

C : 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”.

D : 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”.

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

Question 2

Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR),an agent searches the product categories and chooses the appropriate type of equipment for that SR.Identify three advantages of selecting the category correctly.

Options :

A : The hierarchical structure of the categories helps to improve the service request classification.

B : Categories determine the steps an agent must follow to close the service request.

C : Categories facilitate the assignment of an agent to the service request.

D : Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.

E : Filter the selection of the product related to the service request, when filtering by a particular category.

Answer: A,C,D

Question 3

Your customer has the following requirement: when filtering service requests an agent wants to see by defaultall those service requests that are “New”, whose channel type is “Web”, and are assigned to them.Which five activities should be completed by an agent on the SR list page in order to create an appropriatepersonalized service request search filter?

Options :

A : In Advanced Search, confirm Record Set = Assigned to Me.

B : Change the section identified with Status = New

C : In Advanced Search, save and select the “Set as Default” box.

D : In Advanced Search, select Action > Update.

E : Click the Show Advanced Search icon.

F : In Advanced Search, Add Channel Type = Web.

Answer: A,B,C

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?

Options :

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.

Answer: A,B,C,D

Question 5

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?

Options :

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: A,B,C

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