Question 1

Your customer noticed that all incoming messages containing MIME attachments that are either text or HTMLare not being received.What is the problem?

Options :

A : An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.

B : The configured frequency to retrieve emails is too long.

C : Incoming messages have a custom filter.

D : Incorrect configuration of the inbound profile option:SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.

Answer: C

Question 2

You have been instructed to implement the “My Knowledge” page for your customer’s Engagement Cloudsite.Which is the correct first action in configuring “My Knowledge”?

Options :

A : Use the task “Manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for All Users” 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 Service Request knowledge Profile Options”, search for the “SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS” profile option, and set “Site” value to “Yes”.

D : 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”.

E : Use the task “Manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for Help Desk” profile option, and activate it.

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: A

Question 3

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

Options :

A : Select Create Category > Create Top-Level Category

B : Check the Active flag

C : Select the task Manage Service Request Categories.

D : Select Status = “Active”.

E : Select Service Catalog in Functional Areas

F : Select Create Category > Create Child Category.

G : Complete Category Name.

Answer: A,B,C,G

Question 4

Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

Options :

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 using the 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.

Answer: B,C

Question 5

Which four actions does the REST API for Service Requests (SRs) allow?

Options :

A : Update SR milestone

B : Create SR

C : Update SR assignee

D : Delete SR by SR number

E : Delete SR by SR title

Answer: A,B,C,D

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