Question 1

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 2

Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to authorarticles. Unfortunately, they cannot find the option to create new articles.What option could cause this problem?

Options :

A : The User Group selected for authoring articles has been set to ‘External”

B : The Base Locale for the articles has not been enabled in the correct language.

C : Users have not been given the “Knowledge Analyst” role.

D : The “Show article snippet in search and recommend” option has not been selected in the task “Manage Administrator Profile Values”

Answer: C

Question 3

You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.Which is the main reason for this issue?

Options :

A : There are no specific e-mail tasks available.

B : The environment was not provisioned correctly and the service module is missing.

C : The team members don’t have the Email Administrator Role provisioned.

D : The team members have not established the e-mail feature on the Offerings page.

Answer: D

Question 4

Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?

Options :

A : Validate that the product item is active and published.

B : Verify that Eligible for Service is selected on the product item.

C : Verify that Root Catalog is selected on the product groups.

D : Validate that Allow Duplicate is selected on the product item.

Answer: A

Question 5

Which three types of data are included in the interaction associated with a normal call flow?

Options :

A : Start time of the call

B : Agent name

C : Service Request create date

D : Contact name

E : Channel

Answer: B,C,D

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