1Z0-1064-26 무료 덤프문제 온라인 액세스

Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

• A.Select Create Category > Create Top-Level Category.
• B.Select the task Manage Service Request Categories.
• C.Complete Category Name.
• D.Check the Active flag.
• E.Select Service Catalog in Functional Areas.
• F.Select Create Category > Create Child Category.
• G.Select Status = "Active".

Which four statements are correct about hotkeys for Action Commands?

• A.They can all be modified.
• B.They allow a user to escalate a service request.
• C.They allow a user to forward a service request.
• D.They have default values.
• E.They can be assigned to a custom action script.
• F.They allow a user to copy a service request.

Which two options are true about reporting on milestones?

• A.No standard reports on milestones are provided.
• B.An as-delivered SLA Infolet shows near-overdue and overdue milestones.
• C.Milestone reporting is performed via the CRM Service Request Real-Time subject area.
• D.Administrator-defined milestone data is not included in Analytics.

Identify three considerations before starting the configuration of assignment rules to service requests.

• A.the attributes of queues to use as criteria for your rule assignments
• B.the candidates of queues to use as criteria for your rule assignments
• C.the attributes of service requests to use as criteria for your rule assignments
• D.the rule sets you want to create and the rules to include in each rule set
• E.the candidates of service requests to use as criteria for your rule assignments

You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer's requirement?

• A.Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
• B.Make them available to external users by giving them access to the internal "My Knowledge" page.
• C.Make them available externally to customers via My Digital Customer Service (DCS).
• D.Make them available internally to agents as part of the Service Request Knowledge Panel.
• E.Make them available to employees and agents via My Knowledge.