Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

• A.Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
• B.Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
• C.Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.
• D.In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
• E.Shared Across the Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.

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

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When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

• A.1,3,2,4
• B.3,2,4,1
• C.1,2,3,4
• D.2,4,3,1

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Identify three considerations before starting the configuration of assignment rules to service requests.

• A.the candidates of service requests to use as criteria for your rule assignments
• B.the rule sets you want to create and the rules to include in each rule set
• C.the attributes of queues to use as criteria for your rule assignments
• D.the attributes of service requests to use as criteria for your rule assignments
• E.the candidates of queues to use as criteria for your rule assignments

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Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Calendar = 9AM to 5 PM, Monday - Friday, US EST
Resolution Metric = 2880
Resolution Warning Threshold 120
First Response Metric = 360
First Response Warning Threshold

• A.If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
• B.Resolution is due on Saturday, 2 PM EST.
• C.First Response is due on Friday, 12 noon EST.
• D.If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.

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