1Z0-1064-22 Online Practice Questions and Answers

Your customer has informed you about a possible errorin 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, losingtime and being ineffective.

What is causing the problem?

A. 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.

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 alsoavailable.

C. 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.

D. 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.

Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

A. It allows edits to dashboard pages.

B. It requires the use of a sandbox to modify the fieldsassociated with standard and custom objects.

C. It requires proper permissions to use the tools and additional permissions to edit the desired object.

D. In includes a preview option for all standard and custom object pages.

Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?

A. Object triggers

B. Templates

C. Business objects

D. Languages

E. Object workflows

F. Pages

G. Themes

H. UI components

You are creating orediting a SmartText entry. Which four options can you insert into the entry?

A. URLs

B. Tables

C. Images

D. Variables

E. Text

F. Other SmartText entries

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 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.

C. 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.

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.

To create anew Survey object, you create a sandbox and set it as active.

Which two statements are correct while creating your Survey object in Application Composer?

A. Multiple users cannot use your sandbox at the same time.

B. You can set a second sandbox as Activeat the same time in order to begin working on another new object.

C. Your changes won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.

D. Your changes are isolated and do not impact other users' configuration environments or the production environment.

A service agent can create tasks from different system areas.

Identify three modules where a service agent can create and associate tasks.

A. Sales opportunities

B. Notes

C. Contacts

D. Social network

E. Service requests

Your customer asked you to modify the default severity value for new service requests. Which three steps should you follow to make the change?

A. Navigate to Setup andMaintenance > Service > Service Request > Manage Service Request Profile Options.

B. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.

C. Lock the Profile Option for editing.

D. Modify the Profile Value and save.

E. Unlock and publish the new selected profilevalue.

F. Select View > Detach.

Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4to 2.

Which two steps do you have to follow to limit the channel capacity as required?

A. Modify the default values in the Capacity fields for the channels.

B. Select the Manage Capacities task.

C. In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.

D. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.

Which two keyboard shortcuts can be modified?

A. OK

B. Create Service Request

C. Cancel

D. Save and Continue

E. Save and Close