Question 1

Your customer wants to have a vertical Media Toolbar instead of the Horizontal one.Which statement is true?

Options :

A : The only Vertical Toolbar that you can enable is the Notifications Toolbar.

B : The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.

C : The Vertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.

D : You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.

Answer: D

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

Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM,which two options are true?Condition Column Severity = HighCalendar = 9AM to 5 PM, Monday – Friday, US ESTResolution Metric = 2880Resolution Warning Threshold 120First Response Metric = 360First Response Warning Threshold

Options :

A : Resolution is due on Saturday, 2 PM EST.

B : If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.

C : First Response is due on Friday, 12 noon EST.

D : If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.

Answer: B,C

Question 4

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 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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