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NEW QUESTION 32
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

• A. The scheduled process has not been set up.
• B. The Starts When criteria of the milestones is not True.
• C. Entitlement rules are not valid for the service request.
• D. No default coverages are set up.

Answer: A,B,D

NEW QUESTION 33
Which two are true characteristics about the lifecycle of a service request?

• A. "Closed" status is set by an automatic job after a specified number of days.
• B. Users can reopen a service request when the status is set to "Closed".
• C. "Customer working" is one of the five seeded status types.
• D. Users can reopen a service request when the status is set to "Resolved".
• E. If required, users can manually set the "Closed" status for a service request.

Answer: A,D

NEW QUESTION 34
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?

• A. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".
• B. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
• C. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
• D. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
• E. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".
• F. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".

Answer: D

NEW QUESTION 35
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