1Z0-1064-21 試験問題を無料オンラインアクセス

Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

• A.Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.
• B.Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.
• C.In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
• D.Shared Acrossthe Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
• E.Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.

When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

• A.2,4,3,1
• B.1,2,3,4
• C.1,3,2,4
• D.3,2,4,1

You need to extract all service Request (SR) data from your Engagement Cloud site fromthe last 12 months.
Identify two valid approaches to get this large volume of data.

• A.You can download large volumes of SR data from theAnalytics interface.
• B.You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
• C.You must retrieve large volumes of data through a REST API endpoint.
• D.You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.

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.Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
• B.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.
• C.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.
• 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.

Which two are required to publish a completed Digital Customer Service (DCS) application?

• A.system administrator approval
• B.nothing (DCS applications are always available to all users.)
• C.moving the application to Staging and subsequently to Production status
• D.a single "publish" action to complete the task