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

Which four statements are correct about hotkeys for Action Commands?

Options :

A : They allow a user to escalate a service request.

B : They have default values

C : They can all be modified.

D : They allow a user to forward a service request.

E : They can be assigned to a custom action script.

F : They allow a user to copy a service request.

Answer: A,B,C,D

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

Which two keyboard shortcuts can be modified?

Options :

A : OK

B : Create Service Request

C : Cancel

D : Save and Continue

E : Save and Close

Answer: A,B

Question 5

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