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| Section | Objectives |
|---|---|
| Topic 1: Productivity and Contact Center Tools | - Agent productivity tools
|
| Topic 2: Managing and Extending Service Requests | - Application Composer extensions
|
| Topic 3: Work Assignment and Routing | - Queues and assignment rules
|
| Topic 4: Redwood UX and AI Features | - AI capabilities
|
| Topic 5: Computer Telephony Integration (CTI) | - Telephony integration setup
|
| Topic 6: Digital Customer Service and Chat | - Digital Customer Service (DCS)
|
| Topic 7: Data Migration and Integration | - Data import/export
|
| Topic 8: Customer Entitlements and Action Plans | - Action Plans
|
| Topic 9: Notifications, Emails, and Interactions | - Email processing
|
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NEW QUESTION # 16
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
Answer: B,C
NEW QUESTION # 17
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?
Answer: D
NEW QUESTION # 18
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?
Answer: A,B,C,E
NEW QUESTION # 19
Digital Customer Service application configuration settings in json.cfg include which four options?
Answer: A,C,E,H
NEW QUESTION # 20
You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure user self-registration in your DCS application?
Answer: A,B,D
NEW QUESTION # 21
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