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Oracle 1z0-1064-22 Exam Syllabus Topics:
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NEW QUESTION 17
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 18
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 > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
- B. Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects
- C. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
- D. Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
Answer: A
NEW QUESTION 19
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.
- A. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
- B. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.
- 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 20
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
- A. Themes
- B. Templates
- C. Object workflows
- D. Business objects
- E. Object triggers
- F. Pages
- G. Languages
- H. UI components
Answer: A,B,C,D,E,F
NEW QUESTION 21
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?
- A. The environment was not provisioned correctly and the service module is missing.
- B. The team members have not established the e-mail feature on the Offerings page.
- C. There are no specific e-mail tasks available.
- D. The team members don't have the Email Administrator Role provisioned.
Answer: B
NEW QUESTION 22
Which three types of data are included in the interaction associated with a normal call flow?
- A. Contact name
- B. Service Request create date
- C. Agent name
- D. Channel
- E. Start time of the call
Answer: A,B,C
NEW QUESTION 23
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 you to use the same product hierarchy as sales
- B. requires less work and effort
- C. allows the display of a product hierarchy specifically for service purposes
- D. allows use of a simpler hierarchy
Answer: A,B
NEW QUESTION 24
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
- A. Entitlement rules are not valid for the service request.
- B. The scheduled process has not been set up.
- C. The Starts When criteria of the milestones is not True.
- D. No default coverages are set up.
Answer: B,C,D
NEW QUESTION 25
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.
Answer: D
NEW QUESTION 26
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. The queue defined by default is the one assigned to the service request.
- B. An error will occur; no queue is 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 27
Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.
- A. Filter the selection of the product related to the service request, when filtering by a particular category.
- B. Categories determine the steps an agent must follow to close the service request.
- C. The hierarchical structure of the categories helps to improve the service request classification.
- D. Categories facilitate the assignment of an agent to the service request.
- E. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
Answer: C,D,E
NEW QUESTION 28
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 internally to agents as part of the Service Request Knowledge Panel.
- B. Make them available externally to customers via My Digital Customer Service (DCS).
- C. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
- D. Make them available to external users by giving them access to the internal "My Knowledge" page.
- E. Make them available to employees and agents via My Knowledge.
Answer: B,C,E
NEW QUESTION 29
Which four statements are correct about hotkeys for Action Commands?
- A. They can be assigned to a custom action script.
- B. They have default values.
- C. They allow a user to forward a service request.
- D. They can all be modified.
- E. They allow a user to copy a service request.
- F. They allow a user to escalate a service request.
Answer: B,C,D,F
NEW QUESTION 30
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 another Offering in Engagement Cloud.
- B. DCS is a visual development tool for creating applications in VBCS.
- C. VBCS is a visual development tool for creating applications in DCS.
- D. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
Answer: C,D
NEW QUESTION 31
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. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
- B. Modify the Profile Value and save.
- C. Lock the Profile Option for editing.
- D. Select View > Detach.
- E. Unlock and publish the new selected profile value.
- F. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
Answer: A,B,E
NEW QUESTION 32
Which two statements are true regarding the Audit History tab of a Service Request?
- A. It is exportable to Excel.
- B. It is enabled by default.
- C. It is available only to authorized administrators.
- D. It is searchable by date range, username, event type, event severity, and event duration.
- E. It allows users to save searches for later reuse.
Answer: B,E
NEW QUESTION 33
Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?
- A. Manage Service Request Products
- B. Manage Service Request Severities
- C. Manage Service Request Status Values
- D. Manage Service Request Resolutions
- E. Manage Service Request Categories
- F. Manage Service Request Queue
Answer: A,C,E,F
NEW QUESTION 34
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasons for this behavior?
- A. The only toolbar enabled is the default one, and you must configure at least two.
- B. You have not enabled the Computer Telephony Integration (CTI) service.
- C. The signed-in user does not have the appropriate access privileges to a toolbar.
- D. You did not enable the vertical toolbar which is required, while the horizontal is optional.
- E. You entered a toolbar height that is not more than 70 pixels.
Answer: B,D
NEW QUESTION 35
Which two options are true about reporting on milestones?
- A. No standard reports on milestones are provided.
- B. Administrator-defined milestone data is not included in Analytics.
- C. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
- D. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
Answer: B,C
NEW QUESTION 36
To create a new Survey object, you create a sandbox and set it as active.
Which two statements are correct while creating your Survey object in Application Composer?
- A. You can set a second sandbox as Active at the same time in order to begin working on another new object.
- B. Multiple users cannot use your sandbox at the same time.
- C. Your changes are isolated and do not impact other users' configuration environments or the production environment.
- D. Your changes won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.
Answer: C,D
NEW QUESTION 37
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 cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- B. You have to edit the e-mail template and add HTML code to customize the standard text section.
- 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.
Answer: C
NEW QUESTION 38
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. The User Group selected for authoring articles has been set to 'External".
- B. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
- C. Users have not been given the "Knowledge Analyst" role.
- D. The Base Locale for the articles has not been enabled in the correct language.
Answer: C
NEW QUESTION 39
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