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| Section | Weight | Objectives |
|---|---|---|
| Fusion Service Overview and Setup | 15% | - Service configuration basics - Functional Setup Manager (FSM) usage - Security model, roles and access control |
| Digital Customer Service (DCS) | 20% | - DCS architecture and deployment - Themes, templates and page customization - Authentication, profiles and security |
| Knowledge Management | 15% | - Knowledge base setup and configuration - Article management and access |
| Customization, Productivity and Analytics | 10% | - OTBI reporting and integration basics - SmartText, hotkeys and audit features - Application Composer and extensions |
| Omnichannel Communications | 15% | - Email, chat and CTI configuration - Media toolbar and agent notifications - Work routing and queue setup |
| Service Request Management | 25% | - Milestones and action plans - SR creation, lifecycle and processing - Service catalog and entitlements - SR categories, assignment rules and routing |
Which two are true characteristics about the lifecycle of a service request?
Correct Answer: D,E 🗳️
Which two steps are needed to create a new business object in Digital Customer Service?
Correct Answer: B,D 🗳️
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
Correct Answer: A,D 🗳️
Which two options are true about reporting on milestones?
Correct Answer: B,D 🗳️
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.
Correct Answer: B,D,E 🗳️
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