Latest [Nov 16, 2021] Real Oracle 1Z0-1064-20 Exam Dumps Questions
1Z0-1064-20 Dumps To Pass Oracle Engagement Cloud Service Exam in One Day (Updated 78 Questions)
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NEW QUESTION 27
In which three situations can default coverage be applied?
- A. to a specific customer account
- B. globally, to all service requests that do not have any other coverage
- C. for a specific period of time
- D. for a specific SR status
- E. for a specific SR category
Answer: B,C,E
NEW QUESTION 28
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 29
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. Service Request create date
- D. Channel
- E. Agent name
Answer: A,C,E
NEW QUESTION 30
Which two keyboard shortcuts can be modified?
- A. Cancel
- B. OK
- C. Save and Close
- D. Create Service Request
- E. Save and Continue
Answer: B,D
NEW QUESTION 31
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. Verify that Root Catalog is selected on the product groups.
- B. Verify that Eligible for Service is selected on the product item.
- C. Validate that the product item is active and published.
- D. Validate that Allow Duplicate is selected on the product item.
Answer: C
NEW QUESTION 32
Which two statements are true regarding the Audit History tab of a Service Request?
- A. It is searchable by date range, username, event type, event severity, and event duration.
- B. It allows users to save searches for later reuse.
- C. It is enabled by default.
- D. It is available only to authorized administrators.
- E. It is exportable to Excel.
Answer: B,C
NEW QUESTION 33
You are creating or editing a SmartText entry. Which four options can you insert into the entry?
- A. Other SmartText entries
- B. Text
- C. Variables
- D. Tables
- E. URLs
- F. Images
Answer: A,B,C,D
NEW QUESTION 34
What is the main function of the Data Security Policies?
- A. defines the data a particular user can see and/or modify
- B. defines the actions a particular user can do
- C. defines the privileges and roles a particular user can have
- D. defines the views the application can access
- E. defines the views or functionalities the user can access
Answer: E
NEW QUESTION 35
Which four actions does the REST API for Service Requests (SRs) allow?
- A. Update SR assignee
- B. Delete SR by SR number
- C. Delete SR by SR title
- D. Create SR
- E. Update SR milestone
Answer: A,B,D,E
NEW QUESTION 36
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. Choose all optional result columns.
- C. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
- D. 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
Answer: A,C,D
NEW QUESTION 37
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
What is the problem?
- A. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
- B. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
- C. Incoming messages have a custom filter.
- D. The configured frequency to retrieve emails is too long.
Answer: C
NEW QUESTION 38
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 object access roles to an administrative user.
- C. Assign the new business object to a new component.
- D. Map a Visual Builder Cloud Service business object to the object API.
Answer: B,D
NEW QUESTION 39
When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.
- A. 1,2,3,4
- B. 2,4,3,1
- C. 1,3,2,4
- D. 3,2,4,1
Answer: A
NEW QUESTION 40
Which three statements are true about building Digital Customer Service (DCS) applications?
- A. DCS application can be embedded in other sites.
- B. Only one version of a DCS application can be active in production at any time.
- C. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
- D. Many DCS applications can be active in production at the same time.
Answer: A,B,C
NEW QUESTION 41
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 must retrieve large volumes of data through a REST API endpoint.
- C. You can download large volumes of SR data from the Analytics interface.
- D. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
Answer: C,D
NEW QUESTION 42
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 does not require matching passwords between Engagement Cloud and DCS.
- C. It enables anonymous users to search the DCS knowledge base.
- D. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
Answer: A,C
NEW QUESTION 43
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. The queue defined in the first evaluated rule is always assigned to the service request.
- C. An error will occur; no queue is assigned to the service request.
- D. The service request assignment will be unpredictable.
Answer: B
NEW QUESTION 44
If you did not use the Reference Implementation template for your Digital Customer Service (DCS) application, you will _________.
- A. have to contact Oracle Support for the permission to deploy your custom DCS application
- B. be required to create all of your own components for the display of Engagement Cloud objects
- C. be required to map roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
- D. not be able to preview your application before you publish it
Answer: B
NEW QUESTION 45
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. Duration
- B. Start/Stop
- C. Time Period
- D. Interval
- E. Available
Answer: A
NEW QUESTION 46
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 to employees and agents via My Knowledge.
- C. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
- D. Make them available externally to customers via My Digital Customer Service (DCS).
- E. Make them available to external users by giving them access to the internal "My Knowledge" page.
Answer: B,C,D
NEW QUESTION 47
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. Categories facilitate the assignment of an agent to the service request.
- B. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
- C. The hierarchical structure of the categories helps to improve the service request classification.
- D. Filter the selection of the product related to the service request, when filtering by a particular category.
- E. Categories determine the steps an agent must follow to close the service request.
Answer: A,B,C
NEW QUESTION 48
Which four statements are correct about hotkeys for Action Commands?
- A. They have default values.
- B. They allow a user to copy a service request.
- C. They allow a user to escalate a service request.
- D. They allow a user to forward a service request.
- E. They can be assigned to a custom action script.
- F. They can all be modified.
Answer: A,C,D,F
NEW QUESTION 49
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, Status
- B. Title, Status, Problem Description
- C. Title, Category, Severity
- D. Title
- E. Title, Category, Severity, Status
Answer: E
NEW QUESTION 50
Oracle Engagement Cloud provides tools to add or modify which six types of entities?
- A. Roles and privileges
- B. Themes
- C. Object workflow
- D. Reports
- E. Exports
- F. Objects
- G. Icons
- H. Fields
Answer: D,E,F,H
NEW QUESTION 51
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?
- A. You must make the changes using the Page Composer tool.
- B. You can send an e-mail notification to specified recipients.
- C. You can generate tasks for the SR object from the workflow.
- D. You can modify the workflow to update field values within the SR object.
- E. You can define the workflow to run when certain fields of the SR object are changed.
- F. You will be required to code any new workflow actions in Groovy.
Answer: B,C,D,E
NEW QUESTION 52
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