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| Section | Objectives |
|---|---|
| Topic 1: Productivity Features | - Setup shortcuts and templates - Enable productivity tools |
| Topic 2: Advanced Configuration, Integration and Analytics | - Integrate with external systems - Configure analytics dashboards |
| Topic 3: Omnichannel Communications | - Integrate communication channels - Configure omnichannel messaging |
| Topic 4: Initial Setup | - Setup B2B Service environment - Configure initial service settings |
| Topic 5: Entitlements | - Configure entitlement rules - Manage milestone coverage |
| Topic 6: Digital Customer Service (DCS) | - Customize digital service interface - Configure digital channels |
| Topic 7: Service Request (SR) Management | - Manage service request lifecycles - Define service request categories and types |
| Topic 8: Knowledge Management (KM) | - Implement knowledge base features - Maintain knowledge articles |
1. 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?
A) Change the section identified with Status = New
B) In Advanced Search, save and select the "Set as Default" box.
C) In Advanced Search, Add Channel Type = Web.
D) In Advanced Search, select Action > Update.
E) In Advanced Search, confirm Record Set = Assigned to Me.
F) Click the Show Advanced Search icon.
2. Which three types of data are included in the interaction associatedwith a normal call flow?
A) Service Request create date
B) Agent name
C) Channel
D) Contact name
E) Start time of the call
3. Your customer has three service request child categories under the top-level service requestcategory
"Accounts":
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?
A) In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column.
B) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
C) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
D) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
4. 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?
A) The environment was not provisioned correctly and the service module is missing.
B) There are no specific e-mail tasks available.
C) The team members don't have the Email Administrator Role provisioned.
D) Theteam members have not established the e-mail feature on the Offerings page.
5. Given the entitlement rules below, if ahigh-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
A) If the SR is not resolved,Resolution warning will occur on Monday, 12 noon EST.
B) If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
C) Resolution is due on Saturday, 2 PM EST.
D) First Response is due on Friday, 12 noon EST.
Solutions:
| Question # 1 Answer: A,B,C,E,F | Question # 2 Answer: A,B,D | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: B,D |
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