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

• A.Verify that Eligible for Service is selected on the product item.
• B.Validate that the product item is active and published.
• C.Validate that AllowDuplicate is selected on the product item.
• D.Verify that Root Catalog is selected on the product groups.

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Your customer has informed you about a possible errorin 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, losingtime and being ineffective.
What is causing the problem?

• A.Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
• B.A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
• C.Rules do not follow an order. 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.
• D.Rules follow a priority order. 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 alsoavailable.

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Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

• A.Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articlesare updated.
• B.There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
• C.Users that want to see immediate updates to articlesmust have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.
• D.Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.

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Your customer has noticed thatemails 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.a configured job to process inbound emails
• C.an inbound message filter per sender
• D.an inbound message filter per time schedule

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You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action inconfiguring "My Knowledge"?

• 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 "ManageService Request knowledge Profile Options", search for the
  "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to
  "Yes".
• D.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".
• 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".

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