1Z0-1064-20 Exam Training Practice Tests (Oracle B2B Service 2020 Implementation Essentials)]

Question 1

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. 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.

Correct Answer: C

Question 2

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. 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. B. 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. C. 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. D. 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.

Correct Answer: D

Question 3

Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

A. In includes a preview option for all standard and custom object pages. B. It requires proper permissions to use the tools and additional permissions to edit the desired object. C. It allows edits to dashboard pages. D. It requires the use of a sandbox to modify the fields associated with standard and custom objects.

Correct Answer: D

Question 4

Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

A. It is configured exclusively via the Engagement Cloud Security Console. B. It enables anonymous users to search the DCS knowledge base. C. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account. D. It does not require matching passwords between Engagement Cloud and DCS.

Correct Answer: A,B

Question 5

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 B. Title, Category, Severity, Status C. Title, Category, Severity D. Title, Status, Problem Description E. Title, Status

Correct Answer: B

Question 6

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. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature. B. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations. C. Modify the original base locales of the articles to match the target language. D. Enable new locales for the languages to be used and provision designated users to translate the articles.

Correct Answer: D

Question 7

Which three statements are true?

A. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services. B. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services. C. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications. D. 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.

Correct Answer: A,B,C

Question 8

Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?

A. allows use of a simpler hierarchy B. allows you to use the same product hierarchy as sales C. allows the display of a product hierarchy specifically for service purposes D. requires less work and effort

Correct Answer: B,D

Oracle B2B Service 2020 Implementation Essentials - 1Z0-1064-20 Exam Practice Test