1z0-993 Free Practice Test

Which three subject functions are included in the RFST API for Service Requests (SRs)?

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

Correct Answer: ABC

Which two statements ate true regarding the Audit History tab of a Service Request?

1. A. It is enabled by default.
2. B. It is available only to authorized administrators.
3. C. It is exportable to Excel.
4. D. It is searchable by date range, username, event type, event severity, and event duration.
5. E. It allows users to save searches for later reus

Correct Answer: AE

Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

1. A. Complete Category Name.
2. B. Check the Active flag.
3. C. Select the task Manage Service Request Categories.
4. D. Select Service Catalog in Functional Areas.
5. E. Select Status =“Active”.
6. F. Select Create Category > Create Top-Level Category.
7. G. Select Create Category > Create Child Categor

Correct Answer: CEFG

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 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
2. B. Do not choose any optional criteria columns.
3. C. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
4. D. Choose all optional result column

Correct Answer: A

You have been asked about some of the features of CT1 notifications- Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them. Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

1. A. There is no current feature that may help users be aware of the presence of an incoming call If they are not currently in the Engagement Cloud browser page.
2. B. A floating toolbar notification center can be configured, that is present all the time in the agent’s screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
3. C. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
4. D. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

Correct Answer: B