One of your service agents needs a new search filter on his Service Requests’ list page. How can the agent achieve this? A. Add fields from the advanced search functionality. B. Grant the agent Administrator permissions to add new search…
Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones. Which four steps are required to define this new category? A. Select Create Category >…
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)? A. Add images as the product image will not be pulled from Engagement Cloud. B. Add the Product object to…
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 queue for…
Your client has noticed that inbound emails from customers are not creating or updating service 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.…
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones. A. Milestones are customizable by an administrator to include any number of organization-specific milestone types. B. Milestones are actions on a service request (SR) that must…
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…
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…
Your customer wants to have a vertical Media Toolbar instead of the Horizontal one. Which statement is true? A. The only Vertical Toolbar that you can enable is the Notifications Toolbar. B. The Horizontal Toolbar is always required, while the…