Aug 30, 2021 Step by Step Guide to Prepare for 1Z0-1064-20 Exam BrainDumps
Oracle Engagement Cloud Service 1Z0-1064-20 Real Exam Questions and Answers FREE Updated on 2021
NEW QUESTION 43
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 44
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 45
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. The team members don't have the Email Administrator Role provisioned.
- D. There are no specific e-mail tasks available.
Answer: B
NEW QUESTION 46
Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?
- A. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
- B. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
- C. Adjust the inbound message filters.
- D. Adjust permissions on all customer's profiles.
Answer: A
NEW QUESTION 47
Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?
- A. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
- B. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
- C. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
- D. The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
- E. The batch job for recommendations has not been executed.
Answer: D
NEW QUESTION 48
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 49
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. 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.
- B. 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.
- C. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
- 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.
Answer: B
NEW QUESTION 50
Which three types of data are included in the interaction associated with a normal call flow?
- A. Contact name
- B. Start time of the call
- C. Agent name
- D. Channel
- E. Service Request create date
Answer: A,C,E
NEW QUESTION 51
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 52
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 53
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 54
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 55
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 proper permissions to use the tools and additional permissions to edit the desired object.
- B. In includes a preview option for all standard and custom object pages.
- 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 56
Your customer has informed you about a possible error in the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losing time and being ineffective.
What is causing the problem?
- A. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
- B. Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
- C. Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is also available.
- D. Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
Answer: A
NEW QUESTION 57
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 58
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 59
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 60
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 61
In which three situations can default coverage be applied?
- A. for a specific SR status
- B. for a specific period of time
- C. globally, to all service requests that do not have any other coverage
- D. for a specific SR category
- E. to a specific customer account
Answer: B,C,D
NEW QUESTION 62
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
- A. Create a new search through the application composer.
- B. Grant the agent Administrator permissions to add new search filters.
- C. Add fields from the advanced search functionality.
- D. Create several personalized searches and create them to each other.
Answer: A
NEW QUESTION 63
Identify three considerations before starting the configuration of assignment rules to service requests.
- A. the candidates 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 rule sets you want to create and the rules to include in each rule set
- E. the attributes of service requests to use as criteria for your rule assignments
Answer: A,C,D
NEW QUESTION 64
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 65
Which option describes the automated page presentation for incoming calls?
- A. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
- B. a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
- C. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
- D. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
Answer: A
NEW QUESTION 66
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