1z0-993 Free Practice Test

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?

1. A. Manage Service Request Queue
2. B. Manage Service Request Products
3. C. Manage Service Request Status Values
4. D. Manage Service Request Categories
5. E. Manage Service Request Resolutions
6. F. Manage Service Request Severities

Correct Answer: ABCD

Your customer has noticed that emails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?

1. A. a configured Job to process inbound emails
2. B. an inbound message filter per time schedule 9
3. C. an inbound message filter per sender
4. D. a configured profile option to schedule the retrieval of emails

Correct Answer: B

Your customer has informed you about a possible error in 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, losing time and being ineffective.
What is causing the problem?

1. A. Screen pops are not configurabl
2. B. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
3. C. Rules follow a priority orde
4. D. 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 also available,
5. E. Rules do not follow an orde
6. F. 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.
7. G. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisione
8. H. The URL is empty so the system shows the contact edit page.

Correct Answer: D

When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English messages 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. 1,2,3,4
2. B. 3,2,4,1
3. C. 2,4,3,1
4. D. 1,3,2,4

Correct Answer: A

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

Correct Answer: D