Online Access Free 1Z0-1064 Exam Questions

Select the correct procedure to enable the Audit History tab for Service Requests.

• A.Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
• B.Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
• C.Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under
  "Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the
  "Active Filters" list.Save the configuration.
• D.Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.

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

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

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

Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?

• A.Validate that the product item is active and published.
• B.Verify that Eligible for Service is selected on the product item.
• C.Validate that Allow Duplicate is selected on the product item.
• D.Verify that Root Catalog is selected on the product groups.

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