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NEW QUESTION 51
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

A. You can define the workflow to run when certain fields of the SR object are changed.B. You can send an e-mail notification to specified recipients.C. You can generate tasks for the SR object from the workflow.D. You can modify the workflow to update field values within the SR object.E. You must make the changes using the Page Composer tool.F. You will be required to code any new workflow actions in Groovy.

Answer: A,B,C,D

 

NEW QUESTION 52
Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2.
Which two steps do you have to follow to limit the channel capacity as required?

A. Modify the default values in the Capacity fields for the channels.B. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.C. Select the Manage Capacities task.D. In the Work Assignments section, modify the default value in the Capacity field to a new value.

Answer: A,B

 

NEW QUESTION 53
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.

A. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.B. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.C. DCS is a visual development tool for creating applications in VBCS.D. VBCS is a visual development tool for creating applications in DCS.

Answer: B,D

 

NEW QUESTION 54
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

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,E

 

NEW QUESTION 55
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
What is the problem?

A. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.B. The configured frequency to retrieve emails is too long.C. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.D. Incoming messages have a custom filter.

Answer: D

 

NEW QUESTION 56
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