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Which three statements are true about building Digital Customer Service (DCS) applications?

A Many DCS applications can be active in production at the same time.
B DCS includes a "reference implementation template" that illustrates recommended implementation practices.
C Only one version of a DCS application can be active in production at any time.
D DCS application can be embedded in other sites.

What should you do to enable Password Reset in Digital Customer Service (DCS)?

A Add the Password Reset component to your DCS application.
B Instruct users that they can only change their password by chatting with an agent.
C Enable the "Password Reset" option in the User Administration component.
D Obtain the Change Password Link and add it to your DCS page.

Which two are true characteristics about the lifecycle of a service request?

A If required, users can manually set the "Closed" status for a service request.
B Users can reopen a service request when the status is set to "Closed".
C Users can reopen a service request when the status is set to "Resolved".
D "Closed" status is set by an automatic job after a specified number of days.
E "Customer working" is one of the five seeded status types.

Select the correct procedure to enable the Audit History tab for Service Requests.

A Sign in to Engagement Cloud as an administrator. From the Navigation tool, select Setup and Maintenance. Select the "Service" tile from the list of products. Click "Setup" in the Administration section. In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options". Search for the profile option code for SR Audit. In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list. Save the configuration.
B Sign in to Engagement Cloud as a user. From the navigation tool, select "Set Preferences". Under "Service" select "Configure Audit History". From the "Enable" tab, click "Yes" for the "Show Audit History" option. Select the "Fields" tab and add all desired fields to the "Displayed Fields" column. Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list. Save the configuration.
C Sign in to Engagement Cloud as an administrator. From the Navigation tool, select Application Composer. At the top of the page choose "Appearance". Under General, click "Enable" next to "Show Audit History" option. Save the configuration.
D Sign in to Engagement Cloud as an administrator. From the Navigation tool, select Security Console. Select the Search icon and search for "Service Request Audit History". In the Profile values section, select Yes in the Profile Values drop-down list. Save the configuration.

You need to extract all service Request (SR) data from your Engagement Cloud site from the last 12 months.
Identify two valid approaches to get this large volume of data.

A You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
B You can download large volumes of SR data from the Analytics interface.
C You must retrieve large volumes of data through a REST API endpoint.
D You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.

Which statement is correct when describing the process of adding assignment rules from Service Setup?

A Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
B Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
C Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
D Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.

A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.

A Sales opportunities
B Notes
C Contacts
D Social network
E Service requests

What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

A Chat with an Agent about a Service Request.
B View and edit attachments to a Service Request.
C Create a Service Request.
D Delete a Service Request.
E Add a message to a Service Request.

Which four statements are correct about hotkeys for Action Commands?

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.

Select three correct limits and restrictions when importing data from a file.

A Both create and update operations are available for imported records.
B By default, the import starts immediately after it is activated.
C Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
D The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
E If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.

Identify the sequence of steps you must follow to disable the Service Communication channels.

A Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.
B Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
C Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.
D Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
E Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".

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

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.

Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?

A Object triggers
B Templates
C Business objects
D Languages
E Object workflows
F Pages

Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

A The scheduled process has not been set up.
B The Starts When criteria of the milestones is not True.
C No default coverages are set up.
D Entitlement rules are not valid for the service request.

What is the main function of the Data Security Policies?

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