Validated 1z0-993 Free Demo 2021

NEW QUESTION 1
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

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

Answer: CDE

NEW QUESTION 2
One of your service agents needs a new search filter on his Service Requests' list page. How can the agent achieve this?

• A. Create several personalized searches and relate them to each other.
• B. Grant the agent Administrator permissions to add new search filters.
• C. Create a new search through the application composer.
• D. Add fields from the advanced search functionalit

Answer: C

NEW QUESTION 3
Which option describes the automated page presentation for incoming calls?

• A. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
• B. a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
• C. 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
• D. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone

Answer: A

NEW QUESTION 4
Digital Customer Service application configuration settings in json.cfg include which four options?

• A. Knowledge management article links
• B. Service request links
• C. Default notification preferences
• D. Default communication preferences
• E. Default chat channel preferences
• F. Default time zone.
• G. Knowledge management language locales
• H. Product and category filtering

Answer: ABGH

NEW QUESTION 5
Your customer wants their milestones to only be due during working hours on weekdays. What characteristics of the Coverage Times must be configured?

• A. The customer must configure at least one interval for every day from Monday to Friday.
• B. The customer must set the time zone to UTC
• C. The customer must configure a lunch break on weekdays.
• D. The customer can optionally configure intervals for Saturday and Sunda

Answer: A

NEW QUESTION 6
Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?

• A. The user doesn't have the role ENABLE_LOCAL£_FILTER_ROLE.
• B. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
• C. The profile CS0_ENABLE_KN0WLEDGE_FAV0RITING is set to N.
• D. The batch job for recommendations has not been executed.
• E. The profile CSO_ENABLE_SVC_KMHOME is set to

Answer: A

NEW QUESTION 7
Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them. Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

• A. In Advanced Search, select Action > Update.
• B. In Advanced Search, confirm Record Set = Assigned to Me.
• C. Click the Show Advanced Search icon.
• D. Change the section identified with Status = New.
• E. In Advanced Search, save and select the "Set as Default" box.
• F. In Advanced Search, Add Channel Type * We

Answer: BCDEF

NEW QUESTION 8
Which two steps are needed to create a new business object in Digital Customer Service?

• A. Assign object access roles to an administrative user.
• B. Map a Visual Builder Cloud Service business object to the object API.
• C. Assign the new business object to a new component.
• D. Assign the new business object to a pag

Answer: AB

NEW QUESTION 9
Milestones are not getting applied to service requests in the customer environment. Identify three causes.

• A. Entitlement rules are not valid for the service request.
• B. The Starts When criteria of the milestone is not True.
• C. The scheduled process has not been set up.
• D. No default coverages are set u

Answer: BCD

NEW QUESTION 10
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

• A. Add images as the product image will not be pulled from Engagement Cloud.
• B. Add product ID(s) to the database component.
• C. Configure products groups and product items in Engagement Cloud.
• D. Add the Product object to your DCS applicatio

Answer: BCD

NEW QUESTION 11
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

• A. You will be required to code any new workflow actions in Groovy.
• B. You must make the changes using the Page Composer tool.
• C. You can send an e-mail notification to specified recipients.
• D. You can define the workflow to run when certain fields of the SR object are changed.
• E. You can modify the workflow to update field values within the SR object.
• F. You can generate tasks for the SR object from the workflo

Answer: CDEF

NEW QUESTION 12
Which six Digital Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?

• A. UI components
• B. Themes
• C. Object triggers
• D. Business objects
• E. Languages
• F. Pages
• G. Object workflows
• H. Templates

Answer: BCDFGH

NEW QUESTION 13
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

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

Answer: ABE

NEW QUESTION 14
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.

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

Answer: BDE

NEW QUESTION 15
You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?

• A. Start/Stop
• B. Duration
• C. Time Period
• D. Available
• E. Interval

Answer: B

NEW QUESTION 16
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

• A. Add a message to a Service Request.
• B. Create a Service Request.
• C. Chat with an Agent about a Service Request.
• D. View and edit attachments to a Service Request.
• E. Delete a Service Reques

Answer: BCDE

NEW QUESTION 17
Your customer has three service request child categories under the top-level service request category “Accounts”:
• Gold Accounts
• Sliver Accounts
• Basic Accounts
You now want to disable the "Silver Accounts' category. Which option meets the requirement?

• A. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Child Categories, search for the "Accounts" Category and deselect the "Active" Column.
• B. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand It, click the "Inactive" button.
• C. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
• D. In Setup and maintenance > Service > Setup > Service Request > Manage Service RequestCategories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.

Answer: B

NEW QUESTION 18
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?

• A. The team members don't have the Email Administrator Role provisioned.
• B. The environment was not provisioned correctly and the Service module is missing.
• C. There are no specific email tasks available.
• D. The team members have not enabled the e-mail feature on the Offerings pag

Answer: D

NEW QUESTION 19
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?

• A. Manage Service Request Queue
• B. Manage Service Request Products
• C. Manage Service Request Status Values
• D. Manage Service Request Categories
• E. Manage Service Request Resolutions
• F. Manage Service Request Severities

Answer: ABCD

NEW QUESTION 20
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.

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

Answer: A

NEW QUESTION 21
......