1Z0-1064 Online Practice Questions and Answers

You need to extract all service Request (SR) data from your Engagement Cloud site fromthe last 12 months.

Identify two valid approaches to get this large volume of data.

A. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.

B. You can download large volumes of SR data from theAnalytics interface.

C. You must retrieve large volumes of data through a REST API endpoint.

D. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.

If you want to disable the ability to delete activities for all users, what action should you perform?

A. Remove the "delete activities" button from all pages used by the users who have this access.

B. Remove the "delete activities" role from all the users who have this role.

C. Remove the "delete activities" privilege from all the roles for users who have this access.

D. Remove the users of the roles who have the "delete activities" access.

Which statement is correct when describing the process of adding assignment rules from Service Setup?

A. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule (s), add conditions and actions, save andpublish.

B. Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.

C. Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.

D. Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditionsand actions, save and close.

Identify three considerations before starting the configuration of assignment rules to service requests.

A. the attributes of queues to use as criteria for your rule assignments

B. the candidates of service requests to use as criteria for your rule assignments

C. the candidates of queues to use as criteria for your rule assignments

D. the attributes of service requests to use as criteria for your rule assignments

E. the rule sets you want to create and the rules to include in each rule set

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. The hierarchical structure of the categories helps to improve the service request classification.

B. Categories determine the steps an agent must follow to close the service request.

C. Categories facilitate the assignment of an agent to the service request.

D. Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.

E. Filter the selection of the product related to the service request, when filtering by a particular category.

Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not beingreceived.

What is the problem?

A. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.

B. The configured frequency to retrieve emails is too long.

C. Incoming messages have a custom filter.

D. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.

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.

Which two statements are true regarding the Audit History tab of a Service Request?

A. It is enabled by default.

B. It is available only toauthorized administrators.

C. It is searchable by date range, username, event type, event severity, and event duration.

D. It is exportable to Excel.

E. It allows users to save searches for later reuse.

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.

Which three types of data are included in the interaction associatedwith a normal call flow?

A. Start time of the call

B. Agent name

C. Service Request create date

D. Contact name

E. Channel