1Z0-1064-22 Online Practice Questions and Answers

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

A. Update SR milestone

B. Create SR

C. Update SR assignee

D. Delete SR by SR number

E. Delete SR by SR title

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

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

Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a newcatalog.

What are two advantages of creating a new service catalog instead of using an existing one?

A. requires less work and effort

B. allows use of a simpler hierarchy

C. allows the display of a product hierarchy specifically for service purposes

D. allows you to use the same product hierarchy as sales

Your customer has informed you about a possible errorin the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losingtime and being ineffective.

What is causing the problem?

A. Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.

B. Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is alsoavailable.

C. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.

D. Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.

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

A. Sign in to Engagement Cloud as anadministrator.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.

B. 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.

C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top ofthe page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.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.

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.

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.

You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.

Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A. Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

B. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.

C. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browserpage or not.

D. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.

Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.

Which of the following is causing this behavior?

A. The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.

B. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.

C. The batch job for recommendations has not been executed.

D. The profile CSO_ENABLE_SVC_KMHOME is set to Y.

E. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.