Online Access Free 1z0-1064-22 Exam Questions

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

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_LOCALE_FILTER_ROLE.
• B.The profile CSO_ENABLE_SVC_KMHOME is set to Y.
• C.The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
• D.The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
• E.The batch job for recommendations has not been executed.

Which three statements are true about building Digital Customer Service (DCS) applications?

• A.Only one version of a DCS application can be active in production at any time.
• B.DCS includes a "reference implementation template" that illustrates recommended implementation practices.
• C.Many DCS applications can be active in production at the same time.
• D.DCS application can be embedded in other sites.

You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {# #SR0000003056# #}" Which statement is true?

• A.You have to edit the e-mail template and add HTML code to customize the standard text section.
• B.You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
• C.You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
• D.You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

You are creating or editing a SmartText entry. Which four options can you insert into the entry?

• A.Images
• B.Other SmartText entries
• C.Tables
• D.Variables
• E.Text
• F.URLs