1Z0-1064-20 Online Practice Questions and Answers

You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.

What will be the expected result in the assignment of a queuefor these service requests?

A. An error will occur; no queue is assigned to the service request.

B. The queue defined in the first evaluated rule is always assigned to the service request.

C. The queue defined by default is the one assigned to the servicerequest.

D. The service request assignment will be unpredictable.

Which three subobject functions are included in the REST API for Service Requests (SRs)?

A. Update SR reference

B. Update resource manager

C. Delete activity

D. Update resource member

E. Delete message

Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.

Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A. In Advanced Search, confirm Record Set = Assigned to Me.

B. Change the section identified with Status = New

C. In Advanced Search, save and select the "Set as Default" box.

D. In Advanced Search, select Action > Update.

E. Click the Show Advanced Search icon.

F. In Advanced Search, Add Channel Type = Web.

Identify two correctstatements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.

A. VBCS is a visual development tool for creating applications in DCS.

B. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.

C. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.

D. DCS is a visual development tool for creating applications in VBCS.

Which two statements are true regarding the Audit History tab of a Service Request?

A. It is enabled by default.

B. It is available only toauthorized administrators.

C. It is searchable by date range, username, event type, event severity, and event duration.

D. It is exportable to Excel.

E. It allows users to save searches for later reuse.

Which two options are true about role synchronization for Digital Customer Service (DCS)?

A. is required for every DCS instance

B. also synchronizes userIDs and passwords between DCS and Engagement Cloud

C. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

D. is real time

Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A. Shared Acrossthe Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.

B. In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.

C. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.

D. Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.

E. Easy to Search: Knowledge Articles content and Service Request contextcan be used together to

recommend the best Knowledge Articles to an agent.

Which is the main reason for this issue?

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. Theteam members have not established the e-mail feature on the Offerings page.

To create anew Survey object, you create a sandbox and set it as active.

Which two statements are correct while creating your Survey object in Application Composer?

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

B. You can set a second sandbox as Activeat 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.

A service agent can create tasks from different system areas.

Identify three modules where a service agent can create and associate tasks.

A. Sales opportunities

B. Notes

C. Contacts

D. Social network

E. Service requests