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Last Updated: Sep 25, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customization, Productivity and Analytics | 10% | - Application Composer and extensions - SmartText, hotkeys and audit features - OTBI reporting and integration basics |
| Topic 2: Knowledge Management | 15% | - Knowledge base setup and configuration - Article management and access |
| Topic 3: Service Request Management | 25% | - SR categories, assignment rules and routing - SR creation, lifecycle and processing - Milestones and action plans - Service catalog and entitlements |
| Topic 4: Digital Customer Service (DCS) | 20% | - Themes, templates and page customization - Authentication, profiles and security - DCS architecture and deployment |
| Topic 5: Omnichannel Communications | 15% | - Work routing and queue setup - Email, chat and CTI configuration - Media toolbar and agent notifications |
| Topic 6: Fusion Service Overview and Setup | 15% | - Security model, roles and access control - Functional Setup Manager (FSM) usage - Service configuration basics |
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
Correct Answer: A,B 🗳️
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.
Correct Answer: C 🗳️
Digital Customer Service application configuration settings in json.cfg include which four options?
Correct Answer: B,D,E,F 🗳️
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
Correct Answer: A,B,C 🗳️
If you did not use the Reference Implementation template for your Digital Customer Service (DCS) application, you will _________.
Correct Answer: C 🗳️
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