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| Section | Objectives |
|---|---|
| Customer Entitlements and Action Plans | - Entitlements and SLAs
|
| Digital Customer Service and Chat | - Digital Customer Service (DCS)
|
| Productivity and Contact Center Tools | - Agent productivity tools
|
| Redwood UX and AI Features | - Redwood interface configuration
|
| Managing and Extending Service Requests | - Application Composer extensions
|
| Computer Telephony Integration (CTI) | - Telephony integration setup
|
| Work Assignment and Routing | - Queues and assignment rules
|
| Notifications, Emails, and Interactions | - Notifications and collaboration
|
| Data Migration and Integration | - Data import/export
|
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NEW QUESTION # 22
Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?
Answer: B,C,D
NEW QUESTION # 23
To create a new Survey object, you create a sandbox and set it as active.
Which two statements are correct while creating your Survey object in Application Composer?
Answer: B,D
NEW QUESTION # 24
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?
Answer: C,D,E,F
NEW QUESTION # 25
Which two are required to publish a completed Digital Customer Service (DCS) application?
Answer: A,D
NEW QUESTION # 26
Which option describes the automated page presentation for incoming calls?
Answer: C
NEW QUESTION # 27
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