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NEW QUESTION 53
You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer’s requirement?

  • A. Make them available internally to agents as part of the Service Request Knowledge Panel.
  • B. Make them available to employees and agents via My Knowledge.
  • C. Make them available for users with the “Knowledge Analyst” and “Knowledge Manager” roles only.
  • D. Make them available externally to customers via My Digital Customer Service (DCS).
  • E. Make them available to external users by giving them access to the internal “My Knowledge” page.

Answer: B,C,D

 

NEW QUESTION 54
Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?

  • A. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
  • B. The batch job for recommendations has not been executed.
  • C. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
  • D. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
  • E. The user doesn’t have the role ENABLE_LOCALE_FILTER_ROLE.

Answer: E

 

NEW QUESTION 55
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 service request assignment will be unpredictable.
  • B. The queue defined by default is the one assigned to the service request.
  • C. An error will occur; no queue is assigned to the service request.
  • D. The queue defined in the first evaluated rule is always assigned to the service request.

Answer: D

 

NEW QUESTION 56
Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

  • A. Select the task Manage Service Request Categories.
  • B. Select Create Category > Create Child Category.
  • C. Complete Category Name.
  • D. Select Service Catalog in Functional Areas.
  • E. Select Status = “Active”.
  • F. Select Create Category > Create Top-Level Category.
  • G. Check the Active flag.

Answer: A,B,E,F

 

NEW QUESTION 57
You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure user self-registration in your DCS application?

  • A. Enable the self-registration steps in the “Manage Digital Customer Service Registration Profile Options” task.
  • B. Configure the self-registrations to restrict registration to only existing Contacts.
  • C. Disable the anonymous access option in your DCS application.
  • D. Configure your self-registrations so that they are automatically approved.

Answer: B,C,D

 

NEW QUESTION 58
……

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