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NEW QUESTION 32
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
- A. Pages
- B. Themes
- C. Languages
- D. Object workflows
- E. Business objects
- F. UI components
- G. Templates
- H. Object triggers
Answer: A,B,D,E,G,H
NEW QUESTION 33
Identify three considerations before starting the configuration of assignment rules to service requests.
- A. the candidates of queues to use as criteria for your rule assignments
- B. the rule sets you want to create and the rules to include in each rule set
- C. the attributes of queues to use as criteria for your rule assignments
- D. the candidates of service requests to use as criteria for your rule assignments
- E. the attributes of service requests to use as criteria for your rule assignments
Answer: A,B,D
NEW QUESTION 34
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 > Create Child Category.
- B. Check the Active flag.
- C. Select Service Catalog in Functional Areas.
- D. Select the task Manage Service Request Categories.
- E. Complete Category Name.
- F. Select Create Category > Create Top-Level Category.
- G. Select Status = “Active”.
Answer: A,D,F,G
NEW QUESTION 35
Your customer has noticed that emails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?
- A. a configured profile option to schedule the retrieval of emails
- B. an inbound message filter per time schedule
- C. a configured job to process inbound emails
- D. an inbound message filter per sender
Answer: B
NEW QUESTION 36
Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.
- A. The hierarchical structure of the categories helps to improve the service request classification.
- B. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
- C. Filter the selection of the product related to the service request, when filtering by a particular category.
- D. Categories determine the steps an agent must follow to close the service request.
- E. Categories facilitate the assignment of an agent to the service request.
Answer: A,B,E
NEW QUESTION 37
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