1Z1-993 試験問題を無料オンラインアクセス

Which two options are true about role synchronization for Digital Customer Service (DCS)?

• A.is real time
• B.is required for every DCS instance
• C.also synchronizes userIDs and passwords between DCS and Engagement Cloud
• D.enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

Which three types of data are included in the interaction associated with a normal call flow?

• A.Agent name
• B.Start time of the call
• C.Contact name
• D.Service Request create date
• E.Channel

Your customer has informed you about a possible error in the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losing time and being ineffective.
What is causing the problem?

• A.Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
• B.Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is also available.
• C.Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
• D.A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.

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

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

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

• A.Shared Across the 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.
• B.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.
• C.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.
• D.Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
• E.Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.