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| Section | Objectives |
|---|---|
| Work Assignment and Routing | - Queues and assignment rules
|
| Notifications, Emails, and Interactions | - Notifications and collaboration
|
| Redwood UX and AI Features | - AI capabilities
|
| Productivity and Contact Center Tools | - Agent productivity tools
|
| Customer Entitlements and Action Plans | - Action Plans
|
| Managing and Extending Service Requests | - Application Composer extensions
|
| Data Migration and Integration | - Data import/export
|
| Digital Customer Service and Chat | - Digital Customer Service (DCS)
|
| Computer Telephony Integration (CTI) | - Telephony integration setup
|
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NEW QUESTION # 60
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?
Answer: A,B,C,E,F
NEW QUESTION # 61
You are creating or editing a SmartText entry. Which four options can you insert into the entry?
Answer: B,C,D,E
NEW QUESTION # 62
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?
Answer: D
NEW QUESTION # 63
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.
Answer: B,C,D
NEW QUESTION # 64
Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?
Answer: C
NEW QUESTION # 65
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