Question 1

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 2

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 3

You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

Options :

A : You can modify the workflow to update field values within the SR object.

B : You can generate tasks for the SR object from the workflow.

C : You must make the changes using the Page Composer tool.

D : You will be required to code any new workflow actions in Groovy.

E : You can send an e-mail notification to specified recipients

F : You can define the workflow to run when certain fields of the SR object are changed.

Answer: A,B,E,F

Question 4

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

Question 5

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

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