1Z0-1064 무료 덤프문제 온라인 액세스

Which two options are true about reporting on milestones?

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

Which two statements are true regarding the Audit History tab of a Service Request?

• A.It allows users to save searches for later reuse.
• B.It is exportable to Excel.
• C.It is searchable by date range, username, event type, event severity, and event duration.
• D.It is available only to authorized administrators.
• E.It is enabled by default.

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.Select Create Category > Create Child Category.
• D.Select Status = "Active".
• E.Check the Active flag.
• F.Complete Category Name.
• G.Select Service Catalog in Functional Areas.

Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

• A.The Base Locale for the articles has not been enabled in the correct language.
• B.The User Group selected for authoring articles has been set to 'External".
• C.The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
• D.Users have not been given the "Knowledge Analyst" role.

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