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

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

Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2.
Which two steps do you have to follow to limit the channel capacity as required?

• A. In the Work Assignments section, modify the default value in the Capacity field to a new value.
• B. Select the Manage Capacities task.
• C. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
• D. Modify the default values in the Capacity fields for the channels.

You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure user self-registration in your DCS application?

• A. Configure your self-registrations so that they are automatically approved.
• B. Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" task.
• C. Configure the self-registrations to restrict registration to only existing Contacts.
• D. Disable the anonymous access option in your DCS application.

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. 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.
• C. 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.
• D. 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.

Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?

• A. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by 7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
• B. Do not choose any optional criteria columns.
• C. Choose all optional result columns.
• D. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.