2022 Realistic 1Z0-1064-20 Dumps Exam Tips Test Pdf Exam Material
Powerful 1Z0-1064-20 PDF Dumps for 1Z0-1064-20 Questions
NEW QUESTION 18
Which statement is correct when describing the process of adding assignment rules from Service Setup?
- A. 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.
- B. 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.
- C. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
- D. 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.
Answer: B
NEW QUESTION 19
You are creating or editing a SmartText entry. Which four options can you insert into the entry?
- A. Tables
- B. Text
- C. Other SmartText entries
- D. URLs
- E. Variables
- F. Images
Answer: A,B,C,E
NEW QUESTION 20
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 Application Composer.At the top of the page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.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 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.
- D. 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.
Answer: C
NEW QUESTION 21
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
- A. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
- B. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
- C. VBCS is a visual development tool for creating applications in DCS.
- D. DCS is a visual development tool for creating applications in VBCS.
Answer: B,C
NEW QUESTION 22
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?
- A. The queue defined by default is the one assigned to the service request.
- B. An error will occur; no queue is assigned to the service request.
- C. The queue defined in the first evaluated rule is always assigned to the service request.
- D. The service request assignment will be unpredictable.
Answer: C
NEW QUESTION 23
Which two options are true about reporting on milestones?
- A. Administrator-defined milestone data is not included in Analytics.
- B. No standard reports on milestones are provided.
- C. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
- D. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
Answer: A,D
NEW QUESTION 24
What should you do to enable Password Reset in Digital Customer Service (DCS)?
- A. Add the Password Reset component to your DCS application.
- B. Enable the "Password Reset" option in the User Administration component.
- C. Obtain the Change Password Link and add it to your DCS page.
- D. Instruct users that they can only change their password by chatting with an agent.
Answer: C
NEW QUESTION 25
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
- A. First Response is due on Friday, 12 noon EST.
- B. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
- C. Resolution is due on Saturday, 2 PM EST.
- D. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
Answer: A,D
NEW QUESTION 26
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 application can be embedded in other sites.
- C. Only one version of a DCS application can be active in production at any time.
- D. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
Answer: B,C,D
NEW QUESTION 27
Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?
- A. Adjust the inbound message filters.
- B. Adjust permissions on all customer's profiles.
- C. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
- D. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
Answer: D
NEW QUESTION 28
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)?
- A. Title, Category, Severity
- B. Title, Category, Severity, Status
- C. Title, Status, Problem Description
- D. Title
- E. Title, Status
Answer: B
NEW QUESTION 29
Digital Customer Service application configuration settings in json.cfg include which four options?
- A. Default communication preferences
- B. Default timezone
- C. Default notification preferences
- D. Product and category filtering
- E. Default chat channel preferences
- F. Knowledge management article links
- G. Knowledge management language locales
- H. Service request links
Answer: D,F,G,H
NEW QUESTION 30
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
- A. Add images as the product image will not be pulled from Engagement Cloud.
- B. Add product ID(s) to the database component.
- C. Add the Product object to your DCS application.
- D. Configure products groups and product items in Engagement Cloud.
Answer: B,C,D
NEW QUESTION 31
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?
- A. The Base Locale for the articles has not been enabled in the correct language.
- B. The User Group selected for authoring articles has been set to 'External".
- 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
NEW QUESTION 32
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
What is the problem?
- A. Incoming messages have a custom filter.
- B. The configured frequency to retrieve emails is too long.
- C. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
- D. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
Answer: A
NEW QUESTION 33
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. The team members have not established the e-mail feature on the Offerings page.
- C. The team members don't have the Email Administrator Role provisioned.
- D. There are no specific e-mail tasks available.
Answer: B
NEW QUESTION 34
Identify three considerations before starting the configuration of assignment rules to service requests.
- A. the candidates of service requests to use as criteria for your rule assignments
- B. the candidates of queues to use as criteria for your rule assignments
- C. the attributes of service requests to use as criteria for your rule assignments
- D. the rule sets you want to create and the rules to include in each rule set
- E. the attributes of queues to use as criteria for your rule assignments
Answer: A,B,D
NEW QUESTION 35
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"?
- A. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" 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 Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
- D. 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".
- E. 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".
- 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: C
NEW QUESTION 36
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?
- A. Lock the Profile Option for editing.
- B. Select View > Detach.
- C. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
- D. Unlock and publish the new selected profile value.
- E. Modify the Profile Value and save.
- F. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
Answer: D,E,F
NEW QUESTION 37
Which two steps are needed to create a new business object in Digital Customer Service?
- A. Assign the new business object to a page.
- B. Assign the new business object to a new component.
- C. Assign object access roles to an administrative user.
- D. Map a Visual Builder Cloud Service business object to the object API.
Answer: C,D
NEW QUESTION 38
A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.
- A. Notes
- B. Social network
- C. Sales opportunities
- D. Contacts
- E. Service requests
Answer: B,C,E
NEW QUESTION 39
Which four actions does the REST API for Service Requests (SRs) allow?
- A. Create SR
- B. Update SR milestone
- C. Update SR assignee
- D. Delete SR by SR title
- E. Delete SR by SR number
Answer: A,B,C,E
NEW QUESTION 40
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {# #SR0000003056# #}" Which statement is true?
- A. You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- B. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- C. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- D. You have to edit the e-mail template and add HTML code to customize the standard text section.
Answer: A
NEW QUESTION 41
Which option describes the automated page presentation for incoming calls?
- A. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
- B. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
- C. a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
- D. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
Answer: A
NEW QUESTION 42
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
- A. Languages
- B. Object triggers
- C. Themes
- D. UI components
- E. Templates
- F. Object workflows
- G. Business objects
- H. Pages
Answer: B,C,E,F,G,H
NEW QUESTION 43
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