1z0-1064 Free Practice Test

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?

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

Correct Answer: C

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?

1. A. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
2. B. Do not choose any optional criteria columns.
3. C. Choose all optional result columns.
4. D. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates

Correct Answer: ABD

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?

1. A. Make them available to external users by giving them access to the internal “My Knowledge” page.
2. B. Make them available externally to customers via My Digital Customer Service (DCS).
3. C. Make them available to employees and agents via My Knowledge.
4. D. Make them available internally to agents as part of the Service Request Knowledge Panel.
5. E. Make them available for users with the “Knowledge Analyst” and “Knowledge Manager” roles only.

Correct Answer: BCE

Which option describes the automated page presentation for incoming calls?

1. A. a feature that displays a caller-appropriate application page based on your customer’s native languagewhen you answer your phone
2. B. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
3. C. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
4. D. a feature that displays a detailed caller profile based on your customer’s country when you answer your phone

Correct Answer: D

Which three subobject functions are included in the REST API for Service Requests (SRs)?

1. A. Update SR reference
2. B. Update resource manager
3. C. Delete activity
4. D. Update resource member
5. E. Delete message

Correct Answer: ACD