Question 1

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 2

Your customer has warned you that non-English speakers are going to get access to articles but all yourarticles are written in English.Which option allows the customer to address the problem, so that all users can get articles in their nativelanguage?

Options :

A : Modify the original base locales of the articles to match the target language.

B : Deploy the Auto-Translate option on existing articles and turn on the “auto-Translate new articles” feature

C : Enable new locales for the languages to be used and provision designated users to translate the articles.

D : Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.

Answer: C

Question 3

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 4

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

Options :

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.

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

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

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.

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

Answer: A,C,E

Question 5

If you want to disable the ability to delete activities for all users, what action should you perform?

Options :

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.

Answer: D