Question 1

Which two keyboard shortcuts can be modified?

Options :

A : OK

B : Create Service Request

C : Cancel

D : Save and Continue

E : Save and Close

Answer: A,B

Question 2

Your customer wants to have a vertical Media Toolbar instead of the Horizontal one.

Which statement is true?

Options :

A : The only Vertical Toolbar that you can enable is the Notifications Toolbar.

B : The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.

C : The Vertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.

D : You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.

Answer: D

Question 3

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,C,E

Question 4

Which four statements are correct about hotkeys for Action Commands?

Options :

A : They allow a user to escalate a service request.

B : They have default values

C : They can all be modified.

D : They allow a user to forward a service request.

E : They can be assigned to a custom action script.

F : They allow a user to copy a service request.

Answer: A,B,C,D

Question 5

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 new catalog.

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

Options :

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

Answer: A,D

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