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NEW QUESTION 28
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?

  • A. UI components
  • B. Themes
  • C. Object workflows
  • D. Languages
  • E. Pages
  • F. Business objects
  • G. Object triggers
  • H. Templates

Answer: B,C,E,F,G,H

 

NEW QUESTION 29
You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer’s requirement?

  • A. Make them available to employees and agents via My Knowledge.
  • B. Make them available to external users by giving them access to the internal “My Knowledge” page.
  • C. Make them available internally to agents as part of the Service Request Knowledge Panel.
  • D. Make them available externally to customers via My Digital Customer Service (DCS).
  • E. Make them available for users with the “Knowledge Analyst” and “Knowledge Manager” roles only.

Answer: A,D,E

 

NEW QUESTION 30
Which four actions does the REST API for Service Requests (SRs) allow?

  • A. Delete SR by SR number
  • B. Create SR
  • C. Delete SR by SR title
  • D. Update SR assignee
  • E. Update SR milestone

Answer: A,B,D,E

 

NEW QUESTION 31
In which three situations can default coverage be applied?

  • A. for a specific SR category
  • B. globally, to all service requests that do not have any other coverage
  • C. to a specific customer account
  • D. for a specific period of time
  • E. for a specific SR status

Answer: A,B,D

 

NEW QUESTION 32
Select the correct procedure to enable the Audit History tab for Service Requests.

  • A. Sign in to Engagement Cloud as a user.From the navigation tool, select “Set Preferences”.Under “Service” select “Configure Audit History”.From the “Enable” tab, click “Yes” for the “Show Audit History” option.Select the “Fields” tab and add all desired fields to the “Displayed Fields” column.Select the “Filters” tab, choose an available field, add the desired filter, and add the filter to the “Active Filters” list.Save the configuration.
  • B. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose “Appearance”.Under General, click “Enable” next to “Show Audit History” option.Save the configuration.
  • C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Setup and Maintenance.Select the “Service” tile from the list of products.Click “Setup” in the Administration section.In the Functional Areas section, select “Productivity Tools”. Select the task “Manage Global Search Profile Options”.Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
  • D. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for “Service Request Audit History”.In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.

Answer: D

 

NEW QUESTION 33
……

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