Question 1

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 2

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

Question 3

Your customer wants to have a vertical Media Toolbar instead of the Horizontal one.Which statement is true?

Options :

A : The only Vertical Toolbar that you can enable is the Notifications Toolbar.

B : The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.

C : The Vertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.

D : You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.

Answer: D

Question 4

What is the main function of the Data Security Policies?

Options :

A : defines the data a particular user can see and/or modify

B : defines the views the application can access

C : defines the privileges and roles a particular user can have

D : defines the views or functionalities the user can access

E : defines the actions a particular user can do

Answer: D

Question 5

You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.Which is the main reason for this issue?

Options :

A : There are no specific e-mail tasks available.

B : The environment was not provisioned correctly and the service module is missing.

C : The team members don’t have the Email Administrator Role provisioned.

D : The team members have not established the e-mail feature on the Offerings page.

Answer: D