2022年最新の有効な1Z0-1064-21試験最新問題で2022年最新の学習ガイド
1Z0-1064-21認定で究極のガイド [2022年更新]
質問 19
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. Lock the Profile Option for editing.
- B. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
- C. Modify the Profile Value and save.
- D. Unlock and publish the new selected profilevalue.
- E. Navigate to Setup andMaintenance > Service > Service Request > Manage Service Request Profile Options.
- F. Select View > Detach.
正解: B,C,D
質問 20
What is the main function of the Data Security Policies?
- A. defines the data a particular user can see and/or modify
- B. defines the views or functionalities the user can access
- C. defines the views the application can access
- D. defines the actions a particular user can do
- E. defines the privileges and roles a particular user can have
正解: B
質問 21
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?
- A. Create a Service Request.
- B. Chat with an Agent about a ServiceRequest.
- C. View and edit attachments to a Service Request.
- D. Add a message to a Service Request.
- E. Delete a Service Request.
正解: A,B,C,E
質問 22
Which three subobject functions are included in the REST API for Service Requests (SRs)?
- A. Update resource member
- B. Delete activity
- C. Delete message
- D. Update resource manager
- E. Update SR reference
正解: A,B,E
質問 23
What should you do to enable Password Reset in Digital Customer Service (DCS)?
- A. Obtain the Change Password Link and add it to your DCS page.
- B. Add the Password Reset component to your DCS application.
- C. Enablethe "Password Reset" option in the User Administration component.
- D. Instruct users that they can only change their password by chatting with an agent.
正解: A
質問 24
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.
- A. Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.
- B. Filter the selection of the product related to the service request, when filtering by a particular category.
- C. Categories facilitate the assignment of an agent to the service request.
- D. The hierarchical structure of the categories helps to improve the service request classification.
- E. Categories determine the steps an agent must follow to close the service request.
正解: A,C,D
質問 25
A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.
- A. Service requests
- B. Sales opportunities
- C. Notes
- D. Contacts
- E. Social network
正解: A,B,E
質問 26
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.
- A. Milestones are actions on a service request (SR) that must be completed by a specific time.
- B. Milestones are commitments to handle SRs within certain timelines.
- C. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
- D. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and
'Resolution'. - E. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
正解: C,D,E
質問 27
Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Whichoption allows the customer to address the problem, so that all users can get articles in their native language?
- A. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
- B. Deploy the Auto-Translate option on existing articles andturn on the "auto-Translate new articles" feature.
- C. Modify the original base locales of the articles to match the target language.
- D. Enable new locales for the languages to be used and provision designated users to translate the articles.
正解: D
質問 28
Which two actions can you takewhen using Application Composer to create a new Trouble Ticket object?
- A. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
- B. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
- C. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
- D. You can create a trigger on the Trouble Ticket object usingthe Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
正解: C,D
質問 29
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. Your changes are isolated and do not impact other users' configuration environments or the production environment.
- C. You can set a second sandbox as Activeat the same time in order to begin working on another new object.
- D. 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.
正解: B,D
質問 30
Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?
- A. There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
- B. Users that want to see immediate updates to articlesmust have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.
- C. Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.
- D. Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articlesare updated.
正解: C
質問 31
To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?
- A. Title
- B. Title, Category, Severity, Status
- C. Title, Status, Problem Description
- D. Title, Status
- E. Title, Category, Severity
正解: B
質問 32
Which two steps are needed to create a new business object in Digital Customer Service?
- A. Assign the new business object to a page.
- B. Assign object access roles to an administrative user.
- C. Map a Visual Builder Cloud Service business object to the object API.
- D. Assign the new business object to a new component.
正解: B,C
質問 33
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?
- A. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by
7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates - B. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
- C. Do not choose any optional criteria columns.
- D. Choose all optional result columns.
正解: A,B,C
質問 34
Yourcustomer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?
- A. Select Service Catalog in Functional Areas.
- B. Complete Category Name.
- C. Select Status = "Active".
- D. Select Create Category > Create Top-Level Category.
- E. Check the Active flag.
- F. Select Create Category > Create Child Category.
- G. Select the task Manage Service Request Categories.
正解: C,D,F,G
質問 35
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