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Oracle 1Z0-1064-20 Exam Syllabus Topics:
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NEW QUESTION 13
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 14
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 15
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 16
You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.
- A. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
- B. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
- C. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
- D. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
Answer: B
NEW QUESTION 17
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 signed-in user does not have the appropriate access privileges to a toolbar.
- C. You entered a toolbar height that is not more than 70 pixels.
- D. The only toolbar enabled is the default one, and you must configure at least two.
- E. You did not enable the vertical toolbar which is required, while the horizontal is optional.
Answer: A,E
NEW QUESTION 18
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 19
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 20
Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2.
Which two steps do you have to follow to limit the channel capacity as required?
- A. In the Work Assignments section, modify the default value in the Capacity field to a new value.
- B. Modify the default values in the Capacity fields for the channels.
- C. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
- D. Select the Manage Capacities task.
Answer: B,C
NEW QUESTION 21
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 22
Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?
- A. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
- B. Adjust the inbound message filters.
- C. Adjust permissions on all customer's profiles.
- D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
Answer: A
NEW QUESTION 23
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 24
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 25
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?
- A. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
- B. Modify the Profile Value and save.
- C. Lock the Profile Option for editing.
- D. Unlock and publish the new selected profile value.
- E. Select View > Detach.
- F. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
Answer: B,D,F
NEW QUESTION 26
Select the correct procedure to enable the Audit History tab for Service Requests.
- A. 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.
- B. 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.
- C. 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.
- D. 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.
Answer: C
NEW QUESTION 27
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 28
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 29
Which two options are true about role synchronization for Digital Customer Service (DCS)?
- A. is required for every DCS instance
- B. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
- C. also synchronizes userIDs and passwords between DCS and Engagement Cloud
- D. is real time
Answer: A,D
NEW QUESTION 30
Your customer has three service request child categories under the top-level service request category "Accounts":
Gold Accounts
Silver Accounts
Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?
- A. 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.
- B. 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.
- C. In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the "Accounts" category and deselect the "Active" Column.
- D. 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.
Answer: A
NEW QUESTION 31
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 32
What three things should you do once you have established a global default coverage?
- A. Create an ESS job to Aggregate Service Requests.
- B. Use Application Composer to include milestones on the Service Request Layout if desired.
- C. Create an ESS job to Monitor Service Request Milestones.
- D. Use Application Composer to configure warning emails about milestone compliance events.
Answer: A,B,C
NEW QUESTION 33
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 34
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. 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.
- B. 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.
- C. 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.
- D. 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.
Answer: C
NEW QUESTION 35
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