Online Access Free 1Z0-1064-21 Exam Questions

Which two options are true about reporting on milestones?

• A.An as-delivered SLA Infolet shows near-overdue and overdue milestones.
• B.Administrator-defined milestone data is not included in Analytics.
• C.No standard reports onmilestones are provided.
• D.Milestone reporting is performed via the CRM Service Request Real-Time subject area.

Identify two correctstatements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.

• A.DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
• B.DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
• C.VBCS is a visual development tool for creating applications in DCS.
• D.DCS is a visual development tool for creating applications in VBCS.

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

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

You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which threeoptions achieve your customer's requirement?

• A.Make them availableto employees and agents via My Knowledge.
• B.Make them available externally to customers via My Digital Customer Service (DCS).
• C.Make them available internally to agents as part of the Service Request Knowledge Panel.
• D.Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
• E.Make them available to external users by giving them access to the internal "My Knowledge" page.

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

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