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NEW QUESTION 26
What three things should you do once you have established a global default coverage?

• A. Create an ESS job to Monitor Service Request Milestones.
• B. Use Application Composer to include milestones on the Service Request Layout if desired.
• C. Create an ESS job to Aggregate Service Requests.
• D. Use Application Composer to configure warning emails about milestone compliance events.

Answer: A,B,C

NEW QUESTION 27
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?

• A. The environment was not provisioned correctly and the service module is missing.
• B. The team members don't have the Email Administrator Role provisioned.
• C. The team members have not established the e-mail feature on the Offerings page.
• D. There are no specific e-mail tasks available.

Answer: C

NEW QUESTION 28
Your customer has informed you about a possible error in 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, losing time and being ineffective.
What is causing the problem?

• A. 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.
• B. 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 also available.
• 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.

Answer: C

NEW QUESTION 29
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