Online 1D0-1064-24-D Practice Test

Question 1

To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then

click “Create Service Request”.

Which set of field must be completed to save the service request (assume as-delivered field properties have not

been changed)?

Options :

A : Title, Status

B : Title

C : Title, Category, Severity, Status

D : Title, Status, Problem Description

E : Title, Category, Severity

Answer: C

Question 2

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

Options :

A : Shared Across the 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 context can be used together to recommend the best Knowledge Articles to an agent.

Answer: A,B

Question 3

You have been instructed to implement the “My Knowledge” page for your customer’s Engagement Cloud

site.

Which is the correct first action in configuring “My Knowledge”?

Options :

A : Use the task “Manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for All Users” profile option, and activate it.

B : Use the task “manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for Service” profile option, and activate it.

C : Use the task “Manage Service Request knowledge Profile Options”, search for the “SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS” profile option, and set “Site” value to “Yes”.

D : Use the task “Manage Service Request knowledge Profile Options”, search for the “SVC_ENABLE_ARTICLE_CREATION_EDITION” profile option, and set the “SITE” value to “Yes”.

E : Use the task “Manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for Help Desk” profile option, and activate it.

F : Use the task “Manage Service Request knowledge Profile Options”, search for the “SVC_ENABLE_KNOWLEDGE_IN_SR” profile option, and set “SITE” value to “Yes”.

Answer: A

Question 4

You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.

Which is the main reason for this issue?

Options :

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 : The team members have not established the e-mail feature on the Offerings page.

Answer: D

Question 5

What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

Options :

A : Chat with an Agent about a Service Request.

B : View and edit attachments to a Service Request.

C : Create a Service Request.

D : Delete a Service Request.

E : Add a message to a Service Request.

Answer: A,B,C,D

EXPERTY DESIGNED 1D0-1064-24-D PRACTICE TEST