1z0-1064 Free Practice Test

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.

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

Correct Answer: D

Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

1. A. Shared Across the Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
2. B. In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
3. C. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
4. D. Multi-Language Capabilities: Users can create their articles in their native language and enableAuto-Translate to make it available to users from other regions with different languages without effort.
5. E. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.

Correct Answer: ABE

Which two options are true about reporting on milestones?

1. A. Administrator-defined milestone data is not included in Analytics.
2. B. No standard reports on milestones are provided.
3. C. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
4. D. An as-delivered SLA Infolet shows near-overdue and overdue milestones.

Correct Answer: AD

Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

1. A. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
2. B. You can create a trigger on the Trouble Ticket object using the Upon Import Into Database trigger event to update the custom “OpenTroubleTickets” of the Account object.
3. C. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
4. D. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.

Correct Answer: BC

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

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

Correct Answer: ACD