Question 1

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

Options :

A : You can modify the workflow to update field values within the SR object.

B : You can generate tasks for the SR object from the workflow.

C : You must make the changes using the Page Composer tool.

D : You will be required to code any new workflow actions in Groovy.

E : You can send an e-mail notification to specified recipients

F : You can define the workflow to run when certain fields of the SR object are changed.

Answer: A,B,E,F

Question 2

Immediately after your production deployment of Engagement Cloud your users report that the media toolbar

is not being displayed.

Which are two reasons for this behavior?

Options :

A : You have not enabled the Computer Telephony Integration (CTI) service.

B : The only toolbar enabled is the default one, and you must configure at least two.

C : You did not enable the vertical toolbar which is required, while the horizontal is optional.

D : The signed-in user does not have the appropriate access privileges to a toolbar

E : You entered a toolbar height that is not more than 70 pixels.

Answer: A,C

Question 3

Which statement is correct when describing the process of adding assignment rules from Service Setup?

Options :

A : Use the “Manage Service Assignment Rules” task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish

B : Use the “Manage Service Request Assignment Object” task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.

C : Use the “Manage Service Assignment Rules” task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.

D : Use the “Manage Service Request Assignment Object” task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.

Answer: D

Question 4

Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?

Options :

A : Validate that the product item is active and published.

B : Verify that Eligible for Service is selected on the product item.

C : Verify that Root Catalog is selected on the product groups.

D : Validate that Allow Duplicate is selected on the product item.

Answer: A

Question 5

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

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