1Z0-1064-20 Online Practice Questions and Answers

Which three statements are true about building Digital Customer Service (DCS)applications?

A. Many DCS applications can be active in production at the same time.

B. DCS includes a "reference implementation template" that illustrates recommended implementation practices.

C. Only one version of a DCS application can be active in production at any time.

D. DCS application can be embedded in other sites.

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

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.

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 threeoptions achieve your customer's requirement?

A. Make them available to external users by giving them access to the internal "My Knowledge" page.

B. Make them available externally to customers via My Digital Customer Service (DCS).

C. Make them availableto employees and agents via My Knowledge.

D. Make them available internally to agents as part of the Service Request Knowledge Panel.

E. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.

Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

A. It allows edits to dashboard pages.

B. It requires the use of a sandbox to modify the fieldsassociated with standard and custom objects.

C. It requires proper permissions to use the tools and additional permissions to edit the desired object.

D. In includes a preview option for all standard and custom object pages.

Milestones are not getting applied to service requests in the customer environment. Identify three causes.

A. The scheduledprocess 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.

Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.

What could be causing this behavior?

A. Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articlesare updated.

B. Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.

C. There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.

D. Users that want to see immediate updates to articlesmust have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.

Your client has noticed that inbound emails from customers are not creating or updatingservice requests.

Which step should they perform to automate it?

A. Adjust the inbound message filters.

B. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.

C. Adjust permissions on all customer's profiles.

D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.

You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is somestandard text appended to the email that is not part of the template:

Standard text appended:

"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081)

Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: nnn- [email protected]. {# #SR0000003056# #}"

Which statement is true?

A. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

B. You have to edit the e-mail template and add HTML code to customize the standard text section.

C. You can eliminate part of the standard message, butcannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

D. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

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.

What three things should you do once you have established a global default coverage?

A. Createan ESS job to Monitor Service Request Milestones.

B. Create an ESS job to Aggregate Service Requests.

C. Use Application Composer to configure warning emails about milestone compliance events.

D. Use Application Composer to include milestones on the Service Request Layout if desired.