Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a newcatalog.
What are two advantages of creating a new service catalog instead of using an existing one?

• A. allows the display of a product hierarchy specifically for service purposes
• B. requires less work and effort
• C. allows you to use the same product hierarchy as sales
• D. allows use of a simpler hierarchy

Which two options are true about role synchronization for Digital Customer Service (DCS)?

• A. also synchronizes userIDs and passwords between DCS and Engagement Cloud
• B. is real time
• C. is required for every DCS instance
• D. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

• A. Categories determine the steps an agent must follow to close the service request.
• B. Filter the selection of the product related to the service request, when filtering by a particular category.
• C. The hierarchical structure of the categories helps to improve the service request classification.
• D. Categories facilitate the assignment of an agent to the service request.
• E. Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.

Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasonsfor this behavior?

• A. You have not enabled the Computer Telephony Integration (CTI) service.
• B. You entered a toolbar height that is not more than 70 pixels.
• C. The signed-in user does not have the appropriate access privileges to a toolbar.
• D. You did not enable the vertical toolbar which is required, while the horizontal is optional.
• E. The only toolbar enabled is the default one, and you must configure at least two.

Select the correct procedure to enable the Audit History tab for Service Requests.

• A. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under
  "Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the"Filters" tab, choose an available field, add the desired filter, and add the filter to the
  "Active Filters" list.Save the configuration.
• B. Sign in to Engagement Cloud as anadministrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
• C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
• D. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top ofthe page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.