Virtual 1z0-1064 Torrent 2021

NEW QUESTION 1
If you want to disable the ability to delete activities for all users, what action should you perform?

• A. Remove the “delete activities” button from all pages used by the users who have this access.
• B. Remove the “delete activities” role from all the users who have this role.
• C. Remove the “delete activities” privilege from all the roles for users who have this access.
• D. Remove the users of the roles who have the “delete activities” access.

Answer: D

NEW QUESTION 2
You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client’s calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer’s issue.

• A. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
• B. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
• C. A floating toolbar notification center can be configured, that is present all the time in the agent’s screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
• D. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.

Answer: C

NEW QUESTION 3
Which statement is correct when describing the process of adding assignment rules from Service Setup?

• 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

NEW QUESTION 4
What is the main function of the Data Security Policies?

• A. defines the data a particular user can see and/or modify
• B. defines the views the application can access
• C. defines the privileges and roles a particular user can have
• D. defines the views or functionalities the user can access
• E. defines the actions a particular user can do

Answer: D

NEW QUESTION 5
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 Top-Level Category.
• B. Check the Active flag.
• C. Select the task Manage Service Request Categories.
• D. Select Status = “Active”.
• E. Select Service Catalog in Functional Areas.
• F. Select Create Category > Create Child Category.
• G. Complete Category Name.

Answer: ACDF

NEW QUESTION 6
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

• A. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
• B. Milestones are actions on a service request (SR) that must be completed by a specific time.
• C. Milestones can be one of four default types: ‘First Response’, ‘Second Response’, ‘Final Action’, and ‘Resolution’.
• D. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
• E. Milestones are commitments to handle SRs within certain timelines.

Answer: ACD

NEW QUESTION 7
Which three types of data are included in the interaction associated with a normal call flow?

• A. Start time of the call
• B. Agent name
• C. Service Request create date
• D. Contact name
• E. Channel

Answer: BCD

NEW QUESTION 8
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?

• 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: AD

NEW QUESTION 9
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?

• 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: AC

NEW QUESTION 10
Which four statements are correct about hotkeys for Action Commands?

• 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: ABCD

NEW QUESTION 11
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.

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

Answer: AC

NEW QUESTION 12
Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Which option allows the customer to address the problem, so that all users can get articles in their native language?

• A. Modify the original base locales of the articles to match the target language.
• B. Deploy the Auto-Translate option on existing articles and turn on the “auto-Translate new articles” feature.
• C. Enable new locales for the languages to be used and provision designated users to translate the articles.
• D. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.

Answer: C

NEW QUESTION 13
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

• 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: ABCD

NEW QUESTION 14
Your client has noticed that inbound emails from customers are not creating or updating service requests. Which step should they perform to automate it?

• A. Adjust the inbound message filters.
• B. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
• C. Adjust permissions on all customer’s profiles.
• D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.

Answer: B

NEW QUESTION 15
Which two are required to publish a completed Digital Customer Service (DCS) application?

• A. a single “publish” action to complete the task
• B. nothing (DCS applications are always available to all users.)
• C. moving the application to Staging and subsequently to Production status
• D. system administrator approval

Answer: BC

NEW QUESTION 16
Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?

• A. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
• B. Do not choose any optional criteria columns.
• C. Choose all optional result columns.
• D. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates

Answer: ABD

NEW QUESTION 17
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. Select the Manage Capacities task.
• C. In the Work Assignments section, modify the default value in the Capacity field to a new value.
• D. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move itto the Adds to Workload list.

Answer: AD

NEW QUESTION 18
Your customer has informed you about a possible error in the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losing time and being ineffective.
What is causing the problem?

• A. Rules do not follow an orde
• B. When a call is received, the “edit contact” screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
• C. Rules follow a priority orde
• D. When the system finds a contact token it automatically opens the “edit contact” page, because that rule has been configured before the Service request rule, regardless if a service Request token is also available.
• E. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisione
• F. The URL is empty so the system shows the contact edit page.
• G. Screen pops are not configurabl
• H. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.

Answer: C

NEW QUESTION 19
When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

• A. 1,3,2,4
• B. 3,2,4,1
• C. 2,4,3,1
• D. 1,2,3,4

Answer: D

NEW QUESTION 20
Your customer has three service request child categories under the top-level service request category “Accounts”:
Basic Accounts
You now want to disable the “Silver Accounts” category. Which option meets the requirement?

• A. In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the “Accounts” category and deselect the “Active” Column.
• B. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the “Silver Accounts” Category and expand it, click the “Inactive” button.
• C. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the “Accounts” Category and expand it, select the “Gold Accounts” and “Basic Accounts” child categories and click the “Inactive” button.
• D. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the “Accounts” Category and expand it, select the “Silver Accounts” child category and deselect the “Active” Column.

Answer: B

NEW QUESTION 21
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?

• 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

NEW QUESTION 22
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