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最新的 B2B Service 1Z0-1064-21 免費考試真題:

1. 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 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.
B) 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.
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) 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.

2. Digital Customer Service application configuration settings in json.cfg include which four options?

A) Default chat channel preferences
B) Default notification preferences
C) Knowledge management article links
D) Service request links
E) Knowledge management language locales
F) Product and category filtering
G) Default timezone
H) Default communication preferences

3. Which four actions does the REST API for Service Requests (SRs) allow?

A) Update SR milestone
B) Delete SR by SR number
C) Update SR assignee
D) Create SR
E) Delete SR by SR title

4. What should you do to enable Password Reset in Digital Customer Service (DCS)?

A) Enablethe "Password Reset" option in the User Administration component.
B) Add the Password Reset component to your DCS application.
C) Instruct users that they can only change their password by chatting with an agent.
D) Obtain the Change Password Link and add it to your DCS page.

5. Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A) In Advanced Search, select Action > Update.
B) In Advanced Search, confirm Record Set = Assigned to Me.
C) Click the Show Advanced Search icon.
D) Change the section identified with Status = New
E) In Advanced Search, save and select the "Set as Default" box.
F) In Advanced Search, Add Channel Type = Web.

問題與答案：

問題 #1 答案： C

問題 #2 答案： C,D,E,F

問題 #3 答案： A,B,C,D

問題 #4 答案： D

問題 #5 答案： B,C,D,E,F