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NEW QUESTION 47
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. Choose all optional result columns.
- C. Do not choose any optional criteria columns.
- D. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by 7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
Answer: A,C,D
NEW QUESTION 48
You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer's requirement?
- A. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
- B. Make them available to external users by giving them access to the internal "My Knowledge" page.
- C. Make them available externally to customers via My Digital Customer Service (DCS).
- D. Make them available internally to agents as part of the Service Request Knowledge Panel.
- E. Make them available to employees and agents via My Knowledge.
Answer: A,C,E
NEW QUESTION 49
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, Status
- B. Title, Status, Problem Description
- C. Title, Category, Severity, Status
- D. Title
- E. Title, Category, Severity
Answer: C
NEW QUESTION 50
Which four actions does the REST API for Service Requests (SRs) allow?
- A. Delete SR by SR title
- B. Update SR assignee
- C. Create SR
- D. Update SR milestone
- E. Delete SR by SR number
Answer: B,C,D,E
NEW QUESTION 51
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