Online Access Free 1Z0-1064-20 Exam Questions

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

A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.

• A.Sales opportunities
• B.Service requests
• C.Social network
• D.Contacts
• E.Notes

You have been asked about some of the features of CTI 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.

• A.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.
• B.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.
• C.There is not 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.
• D.Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

Which option describes the automated page presentation for incoming calls?

• A.a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer 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 your customer's country when you answer your phone

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

• A.Delete SR by SR number
• B.Delete SR by SR title
• C.Create SR
• D.Update SR assignee
• E.Update SR milestone