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NEW QUESTION 1
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. The hierarchical structure of the categories helps to improve the service request classification.
- B. Categories determine the steps an agent must follow to close the service request.
- C. Categories facilitate the assignment of an agent to the service request.
- D. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
- E. Filter the selection of the product related to the service request, when filtering by a particular category.
Answer: ACD
NEW QUESTION 2
Which two keyboard shortcuts can be modified?
- A. OK
- B. Create Service Request
- C. Cancel
- D. Save and Continue
- E. Save and Close
Answer: AB
NEW QUESTION 3
Which three statements are true?
- A. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
- B. Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.
- C. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
- D. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.
Answer: ACD
NEW QUESTION 4
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: BC
NEW QUESTION 5
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. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
- B. Do not choose any optional criteria columns.
- C. Choose all optional result columns.
- D. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
Answer: ABD
NEW QUESTION 6
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?
- A. You can modify the workflow to update field values within the SR object.
- B. You can generate tasks for the SR object from the workflow.
- 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 send an e-mail notification to specified recipients.
- F. You can define the workflow to run when certain fields of the SR object are changed.
Answer: ABEF
NEW QUESTION 7
Which four actions does the REST API for Service Requests (SRs) allow?
- A. Update SR milestone
- B. Create SR
- C. Update SR assignee
- D. Delete SR by SR number
- E. Delete SR by SR title
Answer: ABCD
NEW QUESTION 8
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 views the application can access
- C. defines the privileges and roles a particular user can have
- D. defines the views or functionalities the user can access
- E. defines the actions a particular user can do
Answer: D
NEW QUESTION 9
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. Time Period
- B. Duration
- C. Available
- D. Interval
- E. Start/Stop
Answer: B
NEW QUESTION 10
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 job to process inbound emails
- B. an inbound message filter per time schedule
- C. a configured profile option to schedule the retrieval of emails
- D. an inbound message filter per sender
Answer: B
NEW QUESTION 11
Select three correct limits and restrictions when importing data from a file.
- A. Both create and update operations are available for imported records.
- B. By default, the import starts immediately after it is activated.
- C. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
- D. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
- E. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
Answer: ABC
NEW QUESTION 12
Which three types of data are included in the interaction associated with a normal call flow?
- A. Start time of the call
- B. Agent name
- C. Service Request create date
- D. Contact name
- E. Channel
Answer: BCD
NEW QUESTION 13
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. Chat with an Agent about a Service Request.
- B. View and edit attachments to a Service Request.
- C. Create a Service Request.
- D. Delete a Service Request.
- E. Add a message to a Service Request.
Answer: ABCD
NEW QUESTION 14
Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?
- A. Select Create Category > Create Top-Level Category.
- B. Check the Active flag.
- C. Select the task Manage Service Request Categories.
- D. Select Status = “Active”.
- E. Select Service Catalog in Functional Areas.
- F. Select Create Category > Create Child Category.
- G. Complete Category Name.
Answer: ACDF
NEW QUESTION 15
Identify the sequence of steps you must follow to disable the Service Communication channels.
- A. 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.
- B. 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”
- C. 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 Communication Channels > Deselect the “Communication” option.
- D. 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 the “Communication Channels” option.
- E. 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”.
Answer: C
NEW QUESTION 16
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 have not enabled the Computer Telephony Integration (CTI) service.
- B. The only toolbar enabled is the default one, and you must configure at least two.
- C. You did not enable the vertical toolbar which is required, while the horizontal is optional.
- D. The signed-in user does not have the appropriate access privileges to a toolbar.
- E. You entered a toolbar height that is not more than 70 pixels.
Answer: AC
NEW QUESTION 17
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. 1,3,2,4
- B. 3,2,4,1
- C. 2,4,3,1
- D. 1,2,3,4
Answer: D
NEW QUESTION 18
If you want to disable the ability to delete activities for all users, what action should you perform?
- A. Remove the “delete activities” button from all pages used by the users who have this access.
- B. Remove the “delete activities” role from all the users who have this role.
- C. Remove the “delete activities” privilege from all the roles for users who have this access.
- D. Remove the users of the roles who have the “delete activities” access.
Answer: D
NEW QUESTION 19
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
- A. VBCS is a visual development tool for creating applications in DCS.
- B. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
- C. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
- D. DCS is a visual development tool for creating applications in VBCS.
Answer: AC
NEW QUESTION 20
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
- A. Add images as the product image will not be pulled from Engagement Cloud.
- B. Add the Product object to your DCS application.
- C. Add product ID(s) to the database component.
- D. Configure products groups and product items in Engagement Cloud.
Answer: BCD
NEW QUESTION 21
Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?
- A. The User Group selected for authoring articles has been set to ‘External”.
- B. The Base Locale for the articles has not been enabled in the correct language.
- C. Users have not been given the “Knowledge Analyst” role.
- D. The “Show article snippet in search and recommend” option has not been selected in the task “Manage Administrator Profile Values”.
Answer: C
NEW QUESTION 22
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
Resolution Metric = 2880First Response Metric = 360 First Response Warning Threshold
- A. Resolution is due on Saturday, 2 PM EST.
- B. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
- C. First Response is due on Friday, 12 noon EST.
- D. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
Answer: BC
NEW QUESTION 23
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