Question 1

You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

Options :

A : You can modify the workflow to update field values within the SR object.

B : You can generate tasks for the SR object from the workflow.

C : You must make the changes using the Page Composer tool.

D : You will be required to code any new workflow actions in Groovy.

E : You can send an e-mail notification to specified recipients

F : You can define the workflow to run when certain fields of the SR object are changed.

Answer: A,B,E,F

Question 2

Immediately after your production deployment of Engagement Cloud your users report that the media toolbaris not being displayed.Which are two reasons for this behavior?

Options :

A : You have not enabled the Computer Telephony Integration (CTI) service.

B : The only toolbar enabled is the default one, and you must configure at least two.

C : You did not enable the vertical toolbar which is required, while the horizontal is optional.

D : The signed-in user does not have the appropriate access privileges to a toolbar

E : You entered a toolbar height that is not more than 70 pixels.

Answer: A,C

Question 3

Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to authorarticles. Unfortunately, they cannot find the option to create new articles.What option could cause this problem?

Options :

A : The User Group selected for authoring articles has been set to ‘External”

B : The Base Locale for the articles has not been enabled in the correct language.

C : Users have not been given the “Knowledge Analyst” role.

D : The “Show article snippet in search and recommend” option has not been selected in the task “Manage Administrator Profile Values”

Answer: C

Question 4

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 5

Which three types of data are included in the interaction associated with a normal call flow?

Options :

A : Start time of the call

B : Agent name

C : Service Request create date

D : Contact name

E : Channel

Answer: B,C,D

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