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.
A. The hierarchical structure of the categories helps to improve the service request classification.
B. Categories determine the steps an agent must follow to close the service request.
C. Categories facilitate the assignment of an agent to the service request.
D. Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.
E. Filter the selection of the product related to the service request, when filtering by a particular category.
Which two actions can you takewhen using Application Composer to create a new Trouble Ticket object?
A. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
B. You can create a trigger on the Trouble Ticket object usingthe Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
C. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
D. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
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. Resolution is due on Saturday, 2 PM EST.
B. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
C. First Response is due on Friday, 12 noon EST.
D. If the SR is not resolved,Resolution warning will occur on Monday, 12 noon EST.
Identify two correctstatements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
A. VBCS is a visual development tool for creating applications in DCS.
B. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
C. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
D. DCS is a visual development tool for creating applications in VBCS.
You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?
A. Time Period
B. Duration
C. Available
D. Interval
E. Start/Stop
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. Enablethe "Password Reset" option in the User Administration component.
D. Obtain the Change Password Link and add it to your DCS page.
You are creating orediting a SmartText entry. Which four options can you insert into the entry?
A. URLs
B. Tables
C. Images
D. Variables
E. Text
F. Other SmartText entries
Which two steps are needed to create a new business object in Digital Customer Service?
A. Assign the new business object to a new component.
B. Assign object access roles to an administrative user.
C. Map a Visual Builder Cloud Service business object to the object API.
D. Assign the new business object to a page.
Your customer wants to have a vertical MediaToolbar instead of the Horizontal one. Which statement is true?
A. The only Vertical Toolbar that you can enable is the Notifications Toolbar.
B. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
C. TheVertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
D. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Whichoption allows the customer to address the problem, so that all users can get articles in their native language?
A. Modify the original base locales of the articles to match the target language.
B. Deploy the Auto-Translate option on existing articles andturn on the "auto-Translate new articles" feature.
C. Enable new locales for the languages to be used and provision designated users to translate the articles.
D. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
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