[Dec-2021] Oracle Engagement Cloud Service 1Z0-1064-20 Exam Practice Dumps
2021 1Z0-1064-20 Premium Files Test pdf - Free Dumps Collection
Oracle 1Z0-1064-20 Exam Syllabus Topics:
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NEW QUESTION 43
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.
- A. It requires the use of a sandbox to modify the fields associated with standard and custom objects.
- B. It allows edits to dashboard pages.
- C. It requires proper permissions to use the tools and additional permissions to edit the desired object.
- D. In includes a preview option for all standard and custom object pages.
Answer: A
NEW QUESTION 44
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. 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.
- D. 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.
Answer: C
NEW QUESTION 45
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?
- A. 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.
- B. 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.
- C. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
- D. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
- 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.
Answer: A,D,E
NEW QUESTION 46
Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?
- A. In Advanced Search, Add Channel Type = Web.
- B. In Advanced Search, save and select the "Set as Default" box.
- C. Click the Show Advanced Search icon.
- D. Change the section identified with Status = New
- E. In Advanced Search, confirm Record Set = Assigned to Me.
- F. In Advanced Search, select Action > Update.
Answer: A,B,C,D,E
NEW QUESTION 47
Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?
- A. Users have not been given the "Knowledge Analyst" role.
- B. The Base Locale for the articles has not been enabled in the correct language.
- C. The User Group selected for authoring articles has been set to 'External".
- D. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
Answer: A
NEW QUESTION 48
Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2.
Which two steps do you have to follow to limit the channel capacity as required?
- A. In the Work Assignments section, modify the default value in the Capacity field to a new value.
- B. Modify the default values in the Capacity fields for the channels.
- C. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
- D. Select the Manage Capacities task.
Answer: B,C
NEW QUESTION 49
In which three situations can default coverage be applied?
- A. to a specific customer account
- B. globally, to all service requests that do not have any other coverage
- C. for a specific period of time
- D. for a specific SR status
- E. for a specific SR category
Answer: B,C,E
NEW QUESTION 50
A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.
- A. Notes
- B. Contacts
- C. Service requests
- D. Social network
- E. Sales opportunities
Answer: C,D,E
NEW QUESTION 51
Your customer has three service request child categories under the top-level service request category "Accounts":
Gold Accounts
Silver Accounts
Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?
- A. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
- B. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
- C. In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the "Accounts" category and deselect the "Active" Column.
- D. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
Answer: A
NEW QUESTION 52
Identify three considerations before starting the configuration of assignment rules to service requests.
- A. the attributes of service requests to use as criteria for your rule assignments
- B. the attributes of queues to use as criteria for your rule assignments
- C. the candidates of queues to use as criteria for your rule assignments
- D. the candidates of service requests to use as criteria for your rule assignments
- E. the rule sets you want to create and the rules to include in each rule set
Answer: C,D,E
NEW QUESTION 53
Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Calendar = 9AM to 5 PM, Monday - Friday, US EST
Resolution Metric = 2880
Resolution Warning Threshold 120
First Response Metric = 360
First Response Warning Threshold
- A. First Response is due on Friday, 12 noon EST.
- B. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
- C. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
- D. Resolution is due on Saturday, 2 PM EST.
Answer: A,B
NEW QUESTION 54
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
- A. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
- B. VBCS is a visual development tool for creating applications in DCS.
- C. DCS is a visual development tool for creating applications in VBCS.
- D. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
Answer: A,B
NEW QUESTION 55
Your customer has noticed that emails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?
- A. a configured profile option to schedule the retrieval of emails
- B. an inbound message filter per time schedule
- C. a configured job to process inbound emails
- D. an inbound message filter per sender
Answer: B
NEW QUESTION 56
If you want to disable the ability to delete activities for all users, what action should you perform?
- A. Remove the "delete activities" button from all pages used by the users who have this access.
- B. Remove the users of the roles who have the "delete activities" access.
- C. Remove the "delete activities" role from all the users who have this role.
- D. Remove the "delete activities" privilege from all the roles for users who have this access.
Answer: B
NEW QUESTION 57
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.
- A. Milestones are actions on a service request (SR) that must be completed by a specific time.
- B. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
- C. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
- D. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.
- E. Milestones are commitments to handle SRs within certain timelines.
Answer: B,C,D
NEW QUESTION 58
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