Question 1

Milestones are not getting applied to service requests in the customer environment.Identify three causes.

Options :

A : The scheduled process has not been set up.

B : The Starts When criteria of the milestones is not True.

C : No default coverages are set up.

D : Entitlement rules are not valid for the service request.

Answer: A,B,C

Question 2

Identify the sequence of steps you must follow to disable the Service Communication channels.

Options :

A : Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.

B : Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the “Disable” column in “Service entitlements”

C : Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the “Communication” option.

D : Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the “Communication Channels” option.

E : Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the “Enable” column in “Communication Channels”.

Answer: C

Question 3

Which three statements are true about building Digital Customer Service (DCS) applications?

Options :

A : Many DCS applications can be active in production at the same time.

B : DCS includes a “reference implementation template” that illustrates recommended implementation practices

C : Only one version of a DCS application can be active in production at any time.

D : DCS application can be embedded in other sites.

Answer: B,C,D

Question 4

Which two keyboard shortcuts can be modified?

Options :

A : OK

B : Create Service Request

C : Cancel

D : Save and Continue

E : Save and Close

Answer: A,B

Question 5

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.

Options :

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 of Knowledge 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.

Answer: A,C,D

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