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. Choose all optional result columns.
• B. 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
• C. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
• D. Do not choose any optional criteria columns.

Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?

• A. Manage Service Request Severities
• B. Manage Service Request Products
• C. Manage Service Request Resolutions
• D. Manage Service Request Queue
• E. Manage Service Request Categories
• F. Manage Service Request Status Values

Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

• A. In Advanced Search, confirm Record Set = Assigned to Me.
• B. In Advanced Search, Add Channel Type = Web.
• C. In Advanced Search, select Action > Update.
• D. Change the section identified with Status = New
• E. In Advanced Search, save and select the "Set as Default" box.
• F. Click the Show Advanced Search icon.

Which four statements are correct about hotkeys for Action Commands?

• A. They allow a user to forward a service request.
• B. They have default values.
• C. They can be assigned to a custom action script.
• D. They allow a user to escalate a service request.
• E. They can all be modified.
• F. They allow a user to copy a service request.

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

• A. 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.
• 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. 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.
• D. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
• 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.