Question 1

Which two are required to publish a completed Digital Customer Service (DCS) application?

Options :

A : a single “publish” action to complete the task

B : nothing (DCS applications are always available to all users.)

C : moving the application to Staging and subsequently to Production status

D : system administrator approval

Answer: B,C

Question 2

Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

Options :

A : Add an extension column to the milestone object to hold the warning threshold value.

B : Configure an analytics report showing milestones in warning status.

C : Specify the warning threshold for the milestone in the standard coverages.

D : Create standard text to be posted to the message thread.

E : Configure the email template to be used for notification.

F : Configure an object workflow action to send the email when the milestone status changes to warning.

Answer: A,B,C

Question 3

Which statement is correct when describing the process of adding assignment rules from Service Setup?

Options :

A : Use the “Manage Service Assignment Rules” task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish

B : Use the “Manage Service Request Assignment Object” task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.

C : Use the “Manage Service Assignment Rules” task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.

D : Use the “Manage Service Request Assignment Object” task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.

Answer: D

Question 4

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 5

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

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