Online Access Free 1Z0-993 Practice Test

Which four statements are correct about hotkeys for Action Commands?

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

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 new catalog.
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 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.A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
• B.Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
• 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 browser page or not.
• D.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.

Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

• A.In Advanced Search, Add Channel Type = Web.
• B.Change the section identified with Status = New
• C.In Advanced Search, select Action > Update.
• D.In Advanced Search, confirm Record Set = Assigned to Me.
• E.Click the Show Advanced Search icon.
• F.In Advanced Search, save and select the "Set as Default" box.

You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {#
#SR0000003056# #}"
Which statement is true?

• A.You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
• B.You can completely eliminate the standard text appended by editing the message:
  SVC_EMAIL_ACK_FOR_KNOWN_CUST.
• C.You have to edit the e-mail template and add HTML code to customize the standard text section.
• D.You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.