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Best Quality Oracle 1Z0-1064-20 Exam Questions
NEW QUESTION 38
Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?
- A. Validate that Allow Duplicate is selected on the product item.
- B. Verify that Eligible for Service is selected on the product item.
- C. Validate that the product item is active and published.
- D. Verify that Root Catalog is selected on the product groups.
Answer: C
NEW QUESTION 39
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?
- A. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
- B. You can create a trigger on the Trouble Ticket object using the Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
- C. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
- D. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
Answer: B,C
NEW QUESTION 40
You are creating or editing a SmartText entry. Which four options can you insert into the entry?
- A. Tables
- B. Images
- C. Variables
- D. Other SmartText entries
- E. URLs
- F. Text
Answer: A,C,D,F
NEW QUESTION 41
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 42
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 43
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 Resolutions
- C. Manage Service Request Categories
- D. Manage Service Request Severities
- E. Manage Service Request Queue
- F. Manage Service Request Status Values
Answer: A,C,E,F
NEW QUESTION 44
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. You did not enable the vertical toolbar which is required, while the horizontal is optional.
- B. The only toolbar enabled is the default one, and you must configure at least two.
- C. The signed-in user does not have the appropriate access privileges to a toolbar.
- D. You have not enabled the Computer Telephony Integration (CTI) service.
- E. You entered a toolbar height that is not more than 70 pixels.
Answer: A,D
NEW QUESTION 45
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. 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. 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.
Answer: C
NEW QUESTION 46
Which four statements are correct about hotkeys for Action Commands?
- A. They allow a user to escalate a service request.
- B. They have default values.
- C. They can be assigned to a custom action script.
- D. They allow a user to copy a service request.
- E. They allow a user to forward a service request.
- F. They can all be modified.
Answer: A,B,E,F
NEW QUESTION 47
You need to extract all service Request (SR) data from your Engagement Cloud site from the last 12 months.
Identify two valid approaches to get this large volume of data.
- A. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
- B. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
- C. You must retrieve large volumes of data through a REST API endpoint.
- D. You can download large volumes of SR data from the Analytics interface.
Answer: B,D
NEW QUESTION 48
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?
- A. You can send an e-mail notification to specified recipients.
- B. You can modify the workflow to update field values within the SR object.
- C. You must make the changes using the Page Composer tool.
- D. You will be required to code any new workflow actions in Groovy.
- E. You can generate tasks for the SR object from the workflow.
- F. You can define the workflow to run when certain fields of the SR object are changed.
Answer: A,B,E,F
NEW QUESTION 49
Digital Customer Service application configuration settings in json.cfg include which four options?
- A. Product and category filtering
- B. Knowledge management language locales
- C. Default communication preferences
- D. Default chat channel preferences
- E. Knowledge management article links
- F. Service request links
- G. Default timezone
- H. Default notification preferences
Answer: A,B,E,F
NEW QUESTION 50
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
- A. Object triggers
- B. Themes
- C. Business objects
- D. UI components
- E. Object workflows
- F. Pages
- G. Templates
- H. Languages
Answer: A,B,C,E,F,G
NEW QUESTION 51
What should you do to enable Password Reset in Digital Customer Service (DCS)?
- A. Obtain the Change Password Link and add it to your DCS page.
- B. Enable the "Password Reset" option in the User Administration component.
- C. Add the Password Reset component to your DCS application.
- D. Instruct users that they can only change their password by chatting with an agent.
Answer: A
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
Which three statements are true about building Digital Customer Service (DCS) applications?
- A. DCS application can be embedded in other sites.
- B. Many DCS applications can be active in production at the same time.
- C. Only one version of a DCS application can be active in production at any time.
- D. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
Answer: A,C,D
NEW QUESTION 54
You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?
- A. Available
- B. Start/Stop
- C. Interval
- D. Duration
- E. Time Period
Answer: D
NEW QUESTION 55
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 56
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 57
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. Resolution is due on Saturday, 2 PM EST.
- B. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
- C. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
- D. First Response is due on Friday, 12 noon EST.
Answer: C,D
NEW QUESTION 58
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 59
Select the correct procedure to enable the Audit History tab for Service Requests.
- A. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
- B. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
- C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
- D. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under "Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list.Save the configuration.
Answer: B
NEW QUESTION 60
Oracle Engagement Cloud provides tools to add or modify which six types of entities?
- A. Reports
- B. Themes
- C. Exports
- D. Icons
- E. Fields
- F. Roles and privileges
- G. Object workflow
- H. Objects
Answer: A,C,E,H
NEW QUESTION 61
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