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| Section | Objectives |
|---|---|
| Topic 1: Productivity and Contact Center Tools | - Agent productivity tools
|
| Topic 2: Customer Entitlements and Action Plans | - Action Plans
|
| Topic 3: Redwood UX and AI Features | - AI capabilities
|
| Topic 4: Digital Customer Service and Chat | - Chatbot and automation
|
| Topic 5: Data Migration and Integration | - Data import/export
|
| Topic 6: Work Assignment and Routing | - Omnichannel routing
|
| Topic 7: Managing and Extending Service Requests | - Application Composer extensions
|
| Topic 8: Computer Telephony Integration (CTI) | - Telephony integration setup
|
| Topic 9: Notifications, Emails, and Interactions | - Email processing
|
1. 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 Allow Duplicate is selected on the product item.
B) Verify that Eligible for Service is selected on the product item.
C) Validate that the product item is active and published.
D) Verify that Root Catalog is selected on the product groups.
2. Which two steps are needed to create a new business object in Digital Customer Service?
A) Assign the new business object to a new component.
B) Map a Visual Builder Cloud Service business object to the object API.
C) Assign object access roles to an administrative user.
D) Assign the new business object to a page.
3. You are creating or editing a SmartText entry. Which four options can you insert into the entry?
A) Text
B) Tables
C) Variables
D) URLs
E) Other SmartText entries
F) Images
4. Which four actions does the REST API for Service Requests (SRs) allow?
A) Update SR milestone
B) Create SR
C) Update SR assignee
D) Delete SR by SR title
E) Delete SR by SR number
5. 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) Configure the email template to be used for notification.
C) Create standard text to be posted to the message thread.
D) Specify the warning threshold for the milestone in the standard coverages.
E) Configure an analytics report showing milestones in warning status.
F) Configure an object workflow action to send the email when the milestone status changes to warning.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B,C | Question # 3 Answer: A,B,C,E | Question # 4 Answer: A,B,C,E | Question # 5 Answer: B,D,E |
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