You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {#
#SR0000003056# #}"
Which statement is true?

• A. You have to edit the e-mail template and add HTML code to customize the standard text section.
• B. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
• C. You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
• D. You can completely eliminate the standard text appended by editing the message:
  SVC_EMAIL_ACK_FOR_KNOWN_CUST.

You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

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

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

Which four statements are correct about hotkeys for Action Commands?

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

You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?

• A. Use the task "Manage Service Request knowledge Profile Options", search for the
  "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
• B. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
• C. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
• D. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
• E. Use the task "Manage Service Request knowledge Profile Options", search for the
  "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to
  "Yes".
• F. Use the task "Manage Service Request knowledge Profile Options", search for the
  "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to
  "Yes".