Your client needs to associate a product item to a product group but cannot make the association. Whatshould 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. Verify that Root Catalog is selected on the product groups.

D. Validate that AllowDuplicate is selected on the product item.

You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.

What will be the expected result in the assignment of a queuefor these service requests?

A. An error will occur; no queue is assigned to the service request.

B. The queue defined in the first evaluated rule is always assigned to the service request.

C. The queue defined by default is the one assigned to the servicerequest.

D. The service request assignment will be unpredictable.

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 an analytics report showing milestones in warning status.

C. Specify the warning threshold for the milestone in the standard coverages.

D. Create standard text to be posted to the message thread.

E. Configure the email template to be used for notification.

F. Configure an object workflow action to send the email when the milestone status changes to warning.

Which two actions can you takewhen using Application Composer to create a new Trouble Ticket object?

A. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.

B. You can create a trigger on the Trouble Ticket object usingthe Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.

C. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5

D. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.

Given the entitlement rules below, if ahigh-severity service request (SR) is created on Thursday at 2 PM, which two options are true?

Condition Column Severity = High Calendar = 9AM to 5 PM, Monday ?Friday, US EST Resolution Metric = 2880 Resolution Warning Threshold 120 First Response Metric= 360 First Response Warning Threshold

A. Resolution is due on Saturday, 2 PM EST.

B. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.

C. First Response is due on Friday, 12 noon EST.

D. If the SR is not resolved,Resolution warning will occur on Monday, 12 noon EST.

Your customer is asking for amodification of Lookup Types in Service Request.

You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.

Which four lookups can be modified from this task list?

A. Manage Service Request Products

B. Manage Service Request Status Values

C. Manage Service Request Categories

D. Manage Service Request Severities

E. Manage Service Request Queue

F. Manage Service Request Resolutions

Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A. Shared Acrossthe Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.

B. In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.

C. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.

D. Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.

E. Easy to Search: Knowledge Articles content and Service Request contextcan be used together to

recommend the best Knowledge Articles to an agent.

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. Notes

C. Contacts

D. Social network

E. Service requests

Your customer asked you to modify the default severity value for new service requests. Which three steps should you follow to make the change?

A. Navigate to Setup andMaintenance > Service > Service Request > Manage Service Request Profile Options.

B. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.

C. Lock the Profile Option for editing.

D. Modify the Profile Value and save.

E. Unlock and publish the new selected profilevalue.

F. Select View > Detach.

Which three types of data are included in the interaction associatedwith a normal call flow?

A. Start time of the call

B. Agent name

C. Service Request create date

D. Contact name

E. Channel