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1. Which three statements are true about building Digital Customer Service (DCS)applications?
A) DCS application can be embedded in other sites.
B) Many DCS applications can be active in production at the same time.
C) DCS includes a "reference implementation template" that illustrates recommended implementation practices.
D) Only one version of a DCS application can be active in production at any time.
2. Which two are true characteristics about the lifecycle of a service request?
A) Users can reopen a service request when the status is set to "Closed".
B) "Closed" status is set by an automaticjob after a specified number of days.
C) If required, users can manually set the "Closed" status for a service request.
D) "Customer working" is one of the five seeded status types.
E) Users can reopen a service request when the status is set to "Resolved".
3. Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4to 2.
Which two steps do you have to follow to limit the channel capacity as required?
A) In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.
B) Select the Manage Capacities task.
C) Modify the default values in the Capacity fields for the channels.
D) In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
4. You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.
A) There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
B) A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.
C) A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browserpage or not.
D) Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
5. Identify two correctstatements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
A) DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
B) DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
C) VBCS is a visual development tool for creating applications in DCS.
D) DCS is a visual development tool for creating applications in VBCS.
Solutions:
Question # 1 Answer: A,C,D | Question # 2 Answer: B,E | Question # 3 Answer: C,D | Question # 4 Answer: C | Question # 5 Answer: B,C |
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