1Z0-1064 Online Practice Questions and Answers

Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a newcatalog.

What are two advantages of creating a new service catalog instead of using an existing one?

A. requires less work and effort

B. allows use of a simpler hierarchy

C. allows the display of a product hierarchy specifically for service purposes

D. allows you to use the same product hierarchy as sales

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.

Your customer has noticed thatemails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.

What is the cause of this new behavior?

A. a configured job to process inbound emails

B. an inbound message filter per time schedule

C. a configured profile option to schedule the retrieval of emails

D. an inbound message filter per sender

In which three situations can default coverage be applied?

A. globally, to all service requests that do not have any other coverage

B. for a specific SR category

C. for a specificSR status

D. for a specific period of time

E. to a specific customer account

Which two are true characteristics about the lifecycle of a service request?

A. If required, users can manually set the "Closed" status for a service request.

B. Users can reopen a service request when the status is set to "Closed".

C. Users can reopen a service request when the status is set to "Resolved".

D. "Closed" status is set by an automaticjob after a specified number of days.

E. "Customer working" is one of the five seeded status types.

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

A. URLs

B. Tables

C. Images

D. Variables

E. Text

F. Other SmartText entries

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.

Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.

Which are two reasonsfor this behavior?

A. You have not enabled the Computer Telephony Integration (CTI) service.

B. The only toolbar enabled is the default one, and you must configure at least two.

C. You did not enable the vertical toolbar which is required, while the horizontal is optional.

D. The signed-in user does not have the appropriate access privileges to a toolbar.

E. You entered a toolbar height that is not more than 70 pixels.

Which two options are true about role synchronization for Digital Customer Service (DCS)?

A. is required for every DCS instance

B. also synchronizes userIDs and passwords between DCS and Engagement Cloud

C. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

D. is real time

Which is the main reason for this issue?

A. There are no specific e-mail tasks available.

B. The environment was not provisioned correctly and the service module is missing.

C. The team members don't have the Email Administrator Role provisioned.

D. Theteam members have not established the e-mail feature on the Offerings page.