08 October, 2020

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Total 76 questions Full Exam Access

Question 1

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?

Modify the original base locales of the articles to match the target language.

Deploy the Auto-Translate option on existing articles and turn on the “auto-Translate new articles” feature.

Enable new locales for the languages to be used and provision designated users to translate the articles.

Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.

Question 2

Which three types of data are included in the interaction associated with a normal call flow?

Start time of the call

Agent name

Service Request create date

Contact name

Channel

Question 3

Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

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.

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.

You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5

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.

Question 4

Which two options are true about role synchronization for Digital Customer Service (DCS)?

is required for every DCS instance

also synchronizes userIDs and passwords between DCS and Engagement Cloud

enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

is real time

Question 5

Digital Customer Service application configuration settings in json.cfg include which four options?

Default communication preferences

Knowledge management language locales

Default chat channel preferences

Service request links

Knowledge management article links

Product and category filtering

Default notification preferences

Default timezone

Question 6

What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

Add images as the product image will not be pulled from Engagement Cloud.

Add the Product object to your DCS application.

Add product ID(s) to the database component.

Configure products groups and product items in Engagement Cloud.

Question 7

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.

1,3,2,4

3,2,4,1

2,4,3,1

1,2,3,4

Question 8

Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

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.

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.

Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.

Multi-Language Capabilities: Users can create their articles in their native language and enableAuto-Translate to make it available to users from other regions with different languages without effort.

Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.

Question 9

Which two steps are needed to create a new business object in Digital Customer Service?

Assign the new business object to a new component.

Assign object access roles to an administrative user.

Map a Visual Builder Cloud Service business object to the object API.

Assign the new business object to a page.

Question 10

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?

There are no specific e-mail tasks available.

The environment was not provisioned correctly and the service module is missing.

The team members don’t have the Email Administrator Role provisioned.

The team members have not established the e-mail feature on the Offerings page.

Question 11

Your customer has three service request child categories under the top-level service request category “Accounts”:
1z0-1064 dumps exhibit

Basic Accounts
You now want to disable the “Silver Accounts” category. Which option meets the requirement?

In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the “Accounts” category and deselect the “Active” Column.

In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the “Silver Accounts” Category and expand it, click the “Inactive” button.

In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the “Accounts” Category and expand it, select the “Gold Accounts” and “Basic Accounts” child categories and click the “Inactive” button.

In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the “Accounts” Category and expand it, select the “Silver Accounts” child category and deselect the “Active” Column.

Question 12

Identify the sequence of steps you must follow to disable the Service Communication channels.

Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.

Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the “Disable” column in “Service entitlements”

Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the “Enable” column in “Communication Channels”.

Question 13

Which four statements are correct about hotkeys for Action Commands?

They allow a user to escalate a service request.

They have default values.

They can all be modified.

They allow a user to forward a service request.

They can be assigned to a custom action script.

They allow a user to copy a service request.

Question 14

Select the correct procedure to enable the Audit History tab for Service Requests.

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.

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.

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.

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.

Question 15

Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?

Object triggers

Templates

Business objects

Languages

Object workflows

Pages

Themes

UI components

Question 16

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

It does not require matching passwords between Engagement Cloud and DCS.

It is configured exclusively via the Engagement Cloud Security Console.

It enables anonymous users to search the DCS knowledge base.

It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.

Question 17

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: nnn-test.fa.extservice.incoming.2@oracle.com. {#
#SR0000003056# #}”
Which statement is true?

You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

You have to edit the e-mail template and add HTML code to customize the standard text section.

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.

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.

Question 18

You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

You can modify the workflow to update field values within the SR object.

You can generate tasks for the SR object from the workflow.

You must make the changes using the Page Composer tool.

You will be required to code any new workflow actions in Groovy.

You can send an e-mail notification to specified recipients.

You can define the workflow to run when certain fields of the SR object are changed.

Question 19

What three things should you do once you have established a global default coverage?

Create an ESS job to Monitor Service Request Milestones.

Create an ESS job to Aggregate Service Requests.

Use Application Composer to configure warning emails about milestone compliance events.

Use Application Composer to include milestones on the Service Request Layout if desired.

Question 20

Which option describes the automated page presentation for incoming calls?

a feature that displays a caller-appropriate application page based on your customer’s native languagewhen you answer your phone

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

a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone

a feature that displays a detailed caller profile based on your customer’s country when you answer your phone

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Total 76 questions Full Exam Access