Steps Necessary To Pass The 1Z0-1064-20 Exam from Training Expert TrainingDump
Valid Way To Pass Oracle Engagement Cloud Service's 1Z0-1064-20 Exam
NEW QUESTION 29
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 Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
- B. Select the Manage Capacities task.
- C. In the Work Assignments section, modify the default value in the Capacity field to a new value.
- D. Modify the default values in the Capacity fields for the channels.
Answer: A,D
NEW QUESTION 30
Which two are required to publish a completed Digital Customer Service (DCS) application?
- A. nothing (DCS applications are always available to all users.)
- B. system administrator approval
- C. moving the application to Staging and subsequently to Production status
- D. a single "publish" action to complete the task
Answer: A,C
NEW QUESTION 31
If you did not use the Reference Implementation template for your Digital Customer Service (DCS) application, you will _________.
- A. be required to map roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
- B. have to contact Oracle Support for the permission to deploy your custom DCS application
- C. not be able to preview your application before you publish it
- D. be required to create all of your own components for the display of Engagement Cloud objects
Answer: D
NEW QUESTION 32
Which two options are true about role synchronization for Digital Customer Service (DCS)?
- A. is required for every DCS instance
- B. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
- C. is real time
- D. also synchronizes userIDs and passwords between DCS and Engagement Cloud
Answer: A,C
NEW QUESTION 33
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
- A. Add product ID(s) to the database component.
- B. Add images as the product image will not be pulled from Engagement Cloud.
- C. Add the Product object to your DCS application.
- D. Configure products groups and product items in Engagement Cloud.
Answer: A,C,D
NEW QUESTION 34
Which three statements are true?
- A. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
- B. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.
- C. Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.
- D. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
Answer: A,B,D
NEW QUESTION 35
Which two keyboard shortcuts can be modified?
- A. Create Service Request
- B. OK
- C. Save and Close
- D. Save and Continue
- E. Cancel
Answer: A,B
NEW QUESTION 36
Which two steps are needed to create a new business object in Digital Customer Service?
- A. Assign the new business object to a page.
- B. Assign the new business object to a new component.
- C. Map a Visual Builder Cloud Service business object to the object API.
- D. Assign object access roles to an administrative user.
Answer: C,D
NEW QUESTION 37
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?
- A. Unlock and publish the new selected profile value.
- B. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
- C. Modify the Profile Value and save.
- D. Select View > Detach.
- E. Lock the Profile Option for editing.
- F. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
Answer: A,B,C
NEW QUESTION 38
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 internally to agents as part of the Service Request Knowledge Panel.
- C. Make them available to external users by giving them access to the internal "My Knowledge" page.
- D. Make them available to employees and agents via My Knowledge.
- E. Make them available externally to customers via My Digital Customer Service (DCS).
Answer: A,D,E
NEW QUESTION 39
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. Change the section identified with Status = New
- B. In Advanced Search, select Action > Update.
- C. In Advanced Search, confirm Record Set = Assigned to Me.
- D. Click the Show Advanced Search icon.
- E. In Advanced Search, Add Channel Type = Web.
- F. In Advanced Search, save and select the "Set as Default" box.
Answer: A,C,D,E,F
NEW QUESTION 40
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 can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- B. 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.
- C. 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.
- D. You have to edit the e-mail template and add HTML code to customize the standard text section.
Answer: B
NEW QUESTION 41
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. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
- D. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
Answer: C
NEW QUESTION 42
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?
- A. An error will occur; no queue is assigned to the service request.
- B. The queue defined by default is the one assigned to the service request.
- C. The queue defined in the first evaluated rule is always assigned to the service request.
- D. The service request assignment will be unpredictable.
Answer: C
NEW QUESTION 43
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.
- A. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.
- B. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
- C. Milestones are commitments to handle SRs within certain timelines.
- D. Milestones are actions on a service request (SR) that must be completed by a specific time.
- E. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
Answer: A,B,E
NEW QUESTION 44
What is the main function of the Data Security Policies?
- A. defines the privileges and roles a particular user can have
- B. defines the actions a particular user can do
- C. defines the views or functionalities the user can access
- D. defines the views the application can access
- E. defines the data a particular user can see and/or modify
Answer: C
NEW QUESTION 45
You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure user self-registration in your DCS application?
- A. Disable the anonymous access option in your DCS application.
- B. Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" task.
- C. Configure the self-registrations to restrict registration to only existing Contacts.
- D. Configure your self-registrations so that they are automatically approved.
Answer: A,C,D
NEW QUESTION 46
Which two are true characteristics about the lifecycle of a service request?
- A. Users can reopen a service request when the status is set to "Closed".
- B. If required, users can manually set the "Closed" status for a service request.
- C. Users can reopen a service request when the status is set to "Resolved".
- D. "Closed" status is set by an automatic job after a specified number of days.
- E. "Customer working" is one of the five seeded status types.
Answer: C,D
NEW QUESTION 47
Select three correct limits and restrictions when importing data from a file.
- A. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
- B. By default, the import starts immediately after it is activated.
- C. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
- D. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
- E. Both create and update operations are available for imported records.
Answer: A,B,E
NEW QUESTION 48
Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Which option allows the customer to address the problem, so that all users can get articles in their native language?
- A. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
- B. Enable new locales for the languages to be used and provision designated users to translate the articles.
- C. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.
- D. Modify the original base locales of the articles to match the target language.
Answer: B
NEW QUESTION 49
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?
- A. It does not require matching passwords between Engagement Cloud and DCS.
- B. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
- C. It is configured exclusively via the Engagement Cloud Security Console.
- D. It enables anonymous users to search the DCS knowledge base.
Answer: C,D
NEW QUESTION 50
You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?
- A. Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects
- B. Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
- C. Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
- D. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
Answer: B
NEW QUESTION 51
Identify the sequence of steps you must follow to disable the Service Communication channels.
- A. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.
- B. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".
- C. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
- D. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
- E. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.
Answer: E
NEW QUESTION 52
Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?
- A. Do not choose any optional criteria columns.
- B. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by 7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
- C. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
- D. Choose all optional result columns.
Answer: A,B,C
NEW QUESTION 53
To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?
- A. Title, Category, Severity, Status
- B. Title
- C. Title, Status, Problem Description
- D. Title, Category, Severity
- E. Title, Status
Answer: A
NEW QUESTION 54
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