What should you do to enable Password Reset in Digital Customer Service (DCS)?
AAdd the Password Reset component to your DCS application.
BInstruct users that they can only change their password by chatting with an agent.
CEnable the "Password Reset" option in the User Administration component.
DObtain the Change Password Link and add it to your DCS page.
Which two are true characteristics about the lifecycle of a service request?
AIf required, users can manually set the "Closed" status for a service request.
BUsers can reopen a service request when the status is set to "Closed".
CUsers 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.
ASign 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.
BSign 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.
CSign 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.
DSign 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.
AYou can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
BYou can download large volumes of SR data from the Analytics interface.
CYou must retrieve large volumes of data through a REST API endpoint.
DYou can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
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Which statement is correct when describing the process of adding assignment rules from Service Setup?
AUse the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
BUse 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.
CUse the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
DUse 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.
ASales opportunities
BNotes
CContacts
DSocial network
EService 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?
AChat with an Agent about a Service Request.
BView and edit attachments to a Service Request.
CCreate a Service Request.
DDelete a Service Request.
EAdd a message to a Service Request.
Which four statements are correct about hotkeys for Action Commands?
AThey allow a user to escalate a service request.
BThey have default values.
CThey can all be modified.
DThey allow a user to forward a service request.
EThey can be assigned to a custom action script.
FThey allow a user to copy a service request.
Select three correct limits and restrictions when importing data from a file.
ABoth create and update operations are available for imported records.
BBy default, the import starts immediately after it is activated.
CGroovy Scripts and object workflows that have been configured for the object being imported are always executed.
DThe maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
EIf 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.
ANavigate 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.
BNavigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
CNavigate 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.
DNavigate 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.
ENavigate 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?
AShared 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.
BIn-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.
CSingle point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
DMulti-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.
EEasy 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)?
AObject triggers
BTemplates
CBusiness objects
DLanguages
EObject workflows
FPages
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
AThe scheduled process has not been set up.
BThe Starts When criteria of the milestones is not True.
CNo default coverages are set up.
DEntitlement rules are not valid for the service request.
What is the main function of the Data Security Policies?
Adefines the data a particular user can see and/or modify
Bdefines the views the application can access
Cdefines the privileges and roles a particular user can have
Ddefines the views or functionalities the user can access
Edefines the actions a particular user can do
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?
Arequires less work and effort
Ballows use of a simpler hierarchy
Callows the display of a product hierarchy specifically for service purposes
Dallows you to use the same product hierarchy as sales
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?
ANavigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
BSelect the profile SVC_SR_DEFAULT_SEVERITY_CD.
CLock the Profile Option for editing.
DModify the Profile Value and save.
EUnlock and publish the new selected profile value.
FSelect View > Detach.
To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?
ATitle, Status
BTitle
CTitle, Category, Severity, Status
DTitle, Status, Problem Description
ETitle, Category, Severity
To create a new Survey object, you create a sandbox and set it as active.
Which two statements are correct while creating your Survey object in Application Composer?
AMultiple users cannot use your sandbox at the same time.
BYou can set a second sandbox as Active at the same time in order to begin working on another new object.
CYour changes won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.
DYour changes are isolated and do not impact other users' configuration environments or the production environment.
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?
AUse the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
BUse the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
CUse 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".
DUse 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".
EUse the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
FUse the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
AVBCS is a visual development tool for creating applications in DCS.
BDCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
CDCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
DDCS is a visual development tool for creating applications in VBCS.
Which two keyboard shortcuts can be modified?
AOK
BCreate Service Request
CCancel
DSave and Continue
ESave and Close
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasons for this behavior?
AYou have not enabled the Computer Telephony Integration (CTI) service.
BThe only toolbar enabled is the default one, and you must configure at least two.
CYou did not enable the vertical toolbar which is required, while the horizontal is optional.
DThe signed-in user does not have the appropriate access privileges to a toolbar.
EYou entered a toolbar height that is not more than 70 pixels.
Your customer has informed you about a possible error in the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losing time and being ineffective.
What is causing the problem?
ARules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
BRules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is also available.
CA configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
DScreen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
When creating localized Digital Customer Service applications, in which order would you perform the following steps?
Update the English message as needed for your DCS application.
Export the English language message bundle.
Translate the English message bundle to all desired languages.
