Pass Oracle Engagement Cloud Service 1Z0-1064-20 exam [Jan 15, 2022] Updated 78 Questions
Oracle 1Z0-1064-20 Actual Questions and 100% Cover Real Exam Questions
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NEW QUESTION 46
Your customer has noticed that emails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?
- A. a configured profile option to schedule the retrieval of emails
- B. an inbound message filter per time schedule
- C. a configured job to process inbound emails
- D. an inbound message filter per sender
Answer: B
NEW QUESTION 47
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 48
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. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.
- B. Enable new locales for the languages to be used and provision designated users to translate the articles.
- C. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
- D. Modify the original base locales of the articles to match the target language.
Answer: B
NEW QUESTION 49
Which three subobject functions are included in the REST API for Service Requests (SRs)?
- A. Delete message
- B. Delete activity
- C. Update SR reference
- D. Update resource member
- E. Update resource manager
Answer: B,C,D
NEW QUESTION 50
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 51
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
- A. Configure products groups and product items in Engagement Cloud.
- B. Add the Product object to your DCS application.
- C. Add product ID(s) to the database component.
- D. Add images as the product image will not be pulled from Engagement Cloud.
Answer: A,B,C
NEW QUESTION 52
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 53
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. 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.
- B. 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.
- C. 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.
- D. 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.
Answer: D
NEW QUESTION 54
Which two options are true about reporting on milestones?
- A. No standard reports on milestones are provided.
- B. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
- C. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
- D. Administrator-defined milestone data is not included in Analytics.
Answer: B,D
NEW QUESTION 55
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 detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
- C. 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
- D. a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
Answer: A
NEW QUESTION 56
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. Your changes are isolated and do not impact other users' configuration environments or the production environment.
- B. You can set a second sandbox as Active at the same time in order to begin working on another new object.
- C. Multiple users cannot use your sandbox at the same time.
- 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: A,D
NEW QUESTION 57
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 58
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
- A. Languages
- B. Object triggers
- C. Themes
- D. UI components
- E. Business objects
- F. Object workflows
- G. Templates
- H. Pages
Answer: B,C,E,F,G,H
NEW QUESTION 59
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 60
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 61
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 62
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 63
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?
- A. 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.
- B. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
- C. 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.
- D. 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.
Answer: B,C
NEW QUESTION 64
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?
- A. Create a Service Request.
- B. Delete a Service Request.
- C. Chat with an Agent about a Service Request.
- D. View and edit attachments to a Service Request.
- E. Add a message to a Service Request.
Answer: A,B,C,D
NEW QUESTION 65
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 Severities
- B. Manage Service Request Queue
- C. Manage Service Request Resolutions
- D. Manage Service Request Status Values
- E. Manage Service Request Categories
- F. Manage Service Request Products
Answer: B,D,E,F
NEW QUESTION 66
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 have to edit the e-mail template and add HTML code to customize the standard text section.
- B. 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.
- C. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- D. 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.
Answer: D
NEW QUESTION 67
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
- A. Add fields from the advanced search functionality.
- B. Create several personalized searches and create them to each other.
- C. Grant the agent Administrator permissions to add new search filters.
- D. Create a new search through the application composer.
Answer: D
NEW QUESTION 68
Which statement is correct when describing the process of adding assignment rules from Service Setup?
- A. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
- B. Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
- C. Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
- D. Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.
Answer: D
NEW QUESTION 69
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