1z0-993 Free Practice Test

A new customer has acquired Engagement Cloud and you have been asked to enable Knowledge Management for their Engagement Cloud site. You know you have to follow the correct order of actions to do so. Which two options do you have to carry out first to start the implementation of Knowledge Management?

1. A. Use the task "Manage Service Request Knowledge Profile Options" to enable Knowledge.
2. B. Ensure you have the "Knowledge Manager" role.
3. C. Use the "Manage Knowledge Locales" task to set a default locale on user.
4. D. Enable the "My Knowledge Menu" for the Help Desk.
5. E. Use the task \'Manage Administrator Profile Values" to enable My Knowledg
6. F. D F) Schedule the Knowledge Search Batch Process to run every 15 minutes.

Correct Answer: CE

Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

1. A. Add an extension column to the milestone object to hold the warning threshold value.
2. B. Create standard text to be posted to the message thread.
3. C. Specify the warning threshold for the milestone in the standard coverages.
4. D. Configure an analytics report showing milestones in warning status.
5. E. Configure the email template to be used for notification.
6. F. Configure an object workflow action to send the email when the milestone status changes to warnin

Correct Answer: CDE

Which four actions does the REST API for Service Requests (SRs) allow?

1. A. Delete SR by SR title a
2. B. Update SR assignee
3. C. Delete SR by SR number
4. D. Update SR milestone
5. E. Create SR

Correct Answer: BCDE

Identify three correct options about the User Administration (My Profile, Sign Up, and/or Registrar.) Requests) components in Digital Customer Service (DCS).

1. A. enable agents to review and approve (or reject) access requests to the DCS instance
2. B. allow users to request access to the DCS instance
3. C. enable authenticated users to view details about their profile including their roles
4. D. enable customer administrators to review and approve (or reject) access requests to the DCS instance

Correct Answer: ACD

Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR Identify three advantages of selecting the category correctly.

1. A. Filter the selection of the product related to the service request, when filtering by a particular category.
2. B. The hierarchical structure of the categories helps to improve the service request classification.
3. C. Categories determine the steps an agent must follow to close the service request.
4. D. Categories facilitate the assignment of an agent to the service request.
5. E. Categories improve the filtering of Knowledge articles that might contain a potential solution to the proble

Correct Answer: BDE