Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
-> Condition Column Severity = High
-> Calendar = 9AM to 5 PM, Monday "" Friday, US EST
-> Resolution Metric = 2880
-> Resolution Warning Threshold 120
-> First Response Metric = 360
-> First Response Warning Threshold
Answer : BC
Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?
Answer : B
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.
Answer : ACD
Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?
Answer : C
You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer"™s requirement?
Answer : BCE
You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client"™s calls, so they are forced to remain on the Engagement Cloud
Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer"™s issue.
Answer : C
Your customer wants to have a vertical Media Toolbar instead of the Horizontal one.
Which statement is true?
Answer : D
Your customer has the following requirement: when filtering service requests an agent wants to see by default all 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 appropriate personalized service request search filter?
Answer : ABCEF
Which three subobject functions are included in the REST API for Service Requests (SRs)?
Answer : ACD
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?
Answer : BCE
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.
Answer : ACD
Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?
Answer : B
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?
Answer : B
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
Answer : BCD
Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?
Answer : ACDF