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Oracle 1z0-1064-22 Exam Syllabus Topics:
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NEW QUESTION 33
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 Base Locale for the articles has not been enabled in the correct language.
- B. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
- C. Users have not been given the "Knowledge Analyst" role.
- D. The User Group selected for authoring articles has been set to 'External".
Answer: C
NEW QUESTION 34
Which two options are true about reporting on milestones?
- A. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
- B. No standard reports on milestones are provided.
- 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: A,D
NEW QUESTION 35
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 the "Communication Channels" option.
- B. 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".
- 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 all the options.
- E. 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"
Answer: C
NEW QUESTION 36
Select three correct limits and restrictions when importing data from a file.
- A. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
- B. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
- C. Both create and update operations are available for imported records.
- D. By default, the import starts immediately after it is activated.
- E. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
Answer: C,D,E
NEW QUESTION 37
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 improve the filtering of Knowledge articles that might contain a potential solution to the problem.
- B. The hierarchical structure of the categories helps to improve the service request classification.
- C. Categories determine the steps an agent must follow to close the service request.
- D. Filter the selection of the product related to the service request, when filtering by a particular category.
- E. Categories facilitate the assignment of an agent to the service request.
Answer: A,B,E
NEW QUESTION 38
Select the correct procedure to enable the Audit History tab for Service Requests.
- A. 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.
- B. 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.
- C. 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.
- D. 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.
Answer: D
NEW QUESTION 39
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?
- A. allows you to use the same product hierarchy as sales
- B. allows the display of a product hierarchy specifically for service purposes
- C. requires less work and effort
- D. allows use of a simpler hierarchy
Answer: A,C
NEW QUESTION 40
A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.
- A. Sales opportunities
- B. Notes
- C. Social network
- D. Service requests
- E. Contacts
Answer: A,C,D
NEW QUESTION 41
Oracle Engagement Cloud provides tools to add or modify which six types of entities?
- A. Icons
- B. Themes
- C. Objects
- D. Roles and privileges
- E. Exports
- F. Reports
- G. Fields
- H. Object workflow
Answer: C,E,F,G
NEW QUESTION 42
Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?
- A. There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
- B. Users that want to see immediate updates to articles must have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.
- C. Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.
- D. Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.
Answer: D
NEW QUESTION 43
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. Images
- F. URLs
Answer: A,B,C,D
NEW QUESTION 44
Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?
- A. Click the Show Advanced Search icon.
- B. Change the section identified with Status = New
- C. In Advanced Search, confirm Record Set = Assigned to Me.
- D. In Advanced Search, Add Channel Type = Web.
- E. In Advanced Search, save and select the "Set as Default" box.
- F. In Advanced Search, select Action > Update.
Answer: A,B,C,D,E
NEW QUESTION 45
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. You can set a second sandbox as Active at the same time in order to begin working on another new object.
- B. Multiple users cannot use your sandbox at the same time.
- C. 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.
- D. Your changes are isolated and do not impact other users' configuration environments or the production environment.
Answer: C,D
NEW QUESTION 46
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
- A. Grant the agent Administrator permissions to add new search filters.
- B. Create a new search through the application composer.
- C. Create several personalized searches and create them to each other.
- D. Add fields from the advanced search functionality.
Answer: B
NEW QUESTION 47
Which four statements are correct about hotkeys for Action Commands?
- A. They allow a user to forward a service request.
- B. They can all be modified.
- C. They have default values.
- D. They allow a user to escalate a service request.
- E. They can be assigned to a custom action script.
- F. They allow a user to copy a service request.
Answer: A,B,C,D
NEW QUESTION 48
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?
- A. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
- B. 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.
- C. 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.
- D. 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.
Answer: A,D
NEW QUESTION 49
Which three statements are true about building Digital Customer Service (DCS) applications?
- A. DCS application can be embedded in other sites.
- B. Many DCS applications can be active in production at the same time.
- C. Only one version of a DCS application can be active in production at any time.
- D. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
Answer: A,C,D
NEW QUESTION 50
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?
- A. It enables anonymous users to search the DCS knowledge base.
- B. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
- C. It does not require matching passwords between Engagement Cloud and DCS.
- D. It is configured exclusively via the Engagement Cloud Security Console.
Answer: A,D
NEW QUESTION 51
Which two are required to publish a completed Digital Customer Service (DCS) application?
- A. moving the application to Staging and subsequently to Production status
- B. system administrator approval
- C. nothing (DCS applications are always available to all users.)
- D. a single "publish" action to complete the task
Answer: A,C
NEW QUESTION 52
Which three types of data are included in the interaction associated with a normal call flow?
- A. Channel
- B. Start time of the call
- C. Agent name
- D. Service Request create date
- E. Contact name
Answer: C,D,E
NEW QUESTION 53
Which two are true characteristics about the lifecycle of a service request?
- A. "Closed" status is set by an automatic job after a specified number of days.
- B. Users can reopen a service request when the status is set to "Closed".
- C. Users can reopen a service request when the status is set to "Resolved".
- D. If required, users can manually set the "Closed" status for a service request.
- E. "Customer working" is one of the five seeded status types.
Answer: A,C
NEW QUESTION 54
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?
- A. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
- B. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
- C. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".
- D. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
- E. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".
- F. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
Answer: B
NEW QUESTION 55
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
- A. Themes
- B. Object triggers
- C. Object workflows
- D. UI components
- E. Pages
- F. Languages
- G. Templates
- H. Business objects
Answer: A,B,C,E,G,H
NEW QUESTION 56
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