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| Section | Objectives |
|---|---|
| Service Request (SR) Management | - Define service request categories and types - Manage service request lifecycles |
| Digital Customer Service (DCS) | - Configure digital channels - Customize digital service interface |
| Productivity Features | - Setup shortcuts and templates - Enable productivity tools |
| Knowledge Management (KM) | - Implement knowledge base features - Maintain knowledge articles |
| Omnichannel Communications | - Configure omnichannel messaging - Integrate communication channels |
| Advanced Configuration, Integration and Analytics | - Integrate with external systems - Configure analytics dashboards |
| Initial Setup | - Configure initial service settings - Setup B2B Service environment |
| Entitlements | - Manage milestone coverage - Configure entitlement rules |
Which two steps are needed to create a new business object in Digital Customer Service?
Correct Answer: A,B 🗳️
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
Correct Answer: B,D,E,F,G,H 🗳️
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?
Correct Answer: B,C 🗳️
Which four statements are correct about hotkeys for Action Commands?
Correct Answer: A,C,D,F 🗳️
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.
Correct Answer: A,B,D 🗳️
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