最新的B2B Service認證 1z0-1064-22考試題庫

問題1

Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?

A. Manage Service Request Categories

B. Manage Service Request Status Values

C. Manage Service Request Resolutions

D. Manage Service Request Severities

E. Manage Service Request Queue

F. Manage Service Request Products

正確答案: A,B,E,F

問題2

Which two options are true about role synchronization for Digital Customer Service (DCS)?

A. is real time

B. is required for every DCS instance

C. also synchronizes userIDs and passwords between DCS and Engagement Cloud

D. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

正確答案: A,B

問題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 the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.

C. 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.

D. 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.

正確答案: B

問題4

Which four statements are correct about hotkeys for Action Commands?

A. They allow a user to copy a service request.

B. They have default values.

C. They allow a user to escalate a service request.

D. They can all be modified.

E. They can be assigned to a custom action script.

F. They allow a user to forward a service request.

正確答案: B,C,D,F

問題5

You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?

A. An error will occur; no queue is assigned to the service request.

B. The queue defined by default is the one assigned to the service request.

C. The queue defined in the first evaluated rule is always assigned to the service request.

D. The service request assignment will be unpredictable.

正確答案: C

問題6

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. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.

B. Categories facilitate the assignment of an agent to the service request.

C. The hierarchical structure of the categories helps to improve the service request classification.

D. Filter the selection of the product related to the service request, when filtering by a particular category.

E. Categories determine the steps an agent must follow to close the service request.

正確答案: A,B,C

問題7

You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {# #SR0000003056# #}" Which statement is true?

A. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

B. You have to edit the e-mail template and add HTML code to customize the standard text section.

C. You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

D. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

正確答案: C

問題8

Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

A. Configure the email template to be used for notification.

B. Specify the warning threshold for the milestone in the standard coverages.

C. Configure an analytics report showing milestones in warning status.

D. Create standard text to be posted to the message thread.

E. Add an extension column to the milestone object to hold the warning threshold value.

F. Configure an object workflow action to send the email when the milestone status changes to warning.

正確答案: A,B,C

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