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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


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


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


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


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



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