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.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.
• B.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.
• 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.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.

Comment: *

Name: *

Email: *

Verification: *

Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

• A.It requires proper permissions to use the tools and additional permissions to edit the desired object.
• B.It allows edits to dashboard pages.
• C.It requires the use of a sandbox to modify the fieldsassociated with standard and custom objects.
• D.In includes a preview option for all standard and custom object pages.

Comment: *

Name: *

Email: *

Verification: *

To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?

• A.Title
• B.Title, Status
• C.Title, Category, Severity, Status
• D.Title, Status, Problem Description
• E.Title, Category, Severity

Comment: *

Name: *

Email: *

Verification: *

Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

• A.The User Group selected for authoring articles has been set to 'External".
• B.Users have not been given the "Knowledge Analyst" role.
• C.The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
• D.The Base Locale for the articles has not been enabled in the correct language.

Comment: *

Name: *

Email: *

Verification: *

Which three statements are true about building Digital Customer Service (DCS)applications?

• A.Only one version of a DCS application can be active in production at any time.
• B.DCS includes a "reference implementation template" that illustrates recommended implementation practices.
• C.Many DCS applications can be active in production at the same time.
• D.DCS application can be embedded in other sites.

Comment: *

Name: *

Email: *

Verification: *