A. View and edit attachments to a Service Request.

B. Add a message to a Service Request.

C. Create a Service Request.

D. Chat with an Agent about a Service Request.

E. Delete a Service Request.

A. Save and Close

B. OK

C. Save and Continue

D. Create Service Request

E. Cancel

A. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

B. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.

C. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.

D. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.

A. Title, Status

B. Title, Status, Problem Description

C. Title, Category, Severity

D. Title, Category, Severity, Status

E. Title

A. Milestones are commitments to handle SRs within certain timelines.

B. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.

C. Milestones are actions on a service request (SR) that must be completed by a specific time.

D. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.

E. Milestones are customizable by an administrator to include any number of organization-specific milestone types.

A. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.

B. 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.

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

D. 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.

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.

A. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.

B. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.

C. Both create and update operations are available for imported records.

D. By default, the import starts immediately after it is activated.

E. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.

A. Service requests

B. Contacts

C. Notes

D. Sales opportunities

E. Social network