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

Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

• A. Users that want to see immediate updates to articles must have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.
• B. There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
• C. Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.
• D. Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.

One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

• A. Create several personalized searches and create them to each other.
• B. Add fields from the advanced search functionality.
• C. Create a new search through the application composer.
• D. Grant the agent Administrator permissions to add new search filters.

You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer's requirement?

• A. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
• B. Make them available to employees and agents via My Knowledge.
• C. Make them available to external users by giving them access to the internal "My Knowledge" page.
• D. Make them available internally to agents as part of the Service Request Knowledge Panel.
• E. Make them available externally to customers via My Digital Customer Service (DCS).

Your customer wants to have a vertical Media Toolbar instead of the Horizontal one.
Which statement is true?

• A. The only Vertical Toolbar that you can enable is the Notifications Toolbar.
• B. The Vertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
• C. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
• D. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.