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Question 1

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

Question 2

Which two are true characteristics about the lifecycle of a service request?

Options :

A : If required, users can manually set the “Closed” status for a service request.

B : Users can reopen a service request when the status is set to “Closed”.

C : Users can reopen a service request when the status is set to “Resolved”.

D : “Closed” status is set by an automatic job after a specified number of days.

E : “Customer working” is one of the five seeded status types.

Answer: C,D

Question 3

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 4

To create a new Survey object, you create a sandbox and set it as active.Which two statements are correct while creating your Survey object in Application Composer?

Options :

A : Multiple users cannot use your sandbox at the same time.

B : You can set a second sandbox as Active at the same time in order to begin working on another new object.

C : Your changes won’t be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.

D : Your changes are isolated and do not impact other users’ configuration environments or the production environment.

Answer: C,D

Question 5

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