[Nov-2022] Latest Oracle 1Z0-1064-21 exam dumps and online Test Engine
Oracle 1Z0-1064-21: Selling B2B Service Products and Solutions
NEW QUESTION 29
What is the main function of the Data Security Policies?
- A. defines the views the application can access
- B. defines the views or functionalities the user can access
- C. defines the actions a particular user can do
- D. defines the privileges and roles a particular user can have
- E. defines the data a particular user can see and/or modify
Answer: B
NEW QUESTION 30
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
- A. Create several personalized searches and create them to each other.
- B. Grant the agent Administrator permissions to addnew search filters.
- C. Add fields from the advanced search functionality.
- D. Create a new search through the application composer.
Answer: D
NEW QUESTION 31
Which three statements are true?
- A. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
- B. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
- C. 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.
- D. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.
Answer: A,B,D
NEW QUESTION 32
Which two actions can you takewhen 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 create a trigger on the Trouble Ticket object usingthe 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 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 33
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 4to 2.
Which two steps do you have to follow to limit the channel capacity as required?
- A. Modify the default values in the Capacity fields for the channels.
- B. In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.
- C. Select the Manage Capacities task.
- D. 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.
Answer: A,D
NEW QUESTION 34
If you did not use the Reference Implementationtemplate for your Digital Customer Service (DCS) application, you will _________.
- A. be required to create all of your own components for the display of Engagement Cloud objects
- B. be required tomap roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
- C. not be able to preview your application before you publish it
- D. have to contact Oracle Support for the permission to deploy your custom DCS application
Answer: A
NEW QUESTION 35
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is somestandard 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 cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- B. You have to edit the e-mail template and add HTML code to customize the standard text section.
- 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, butcannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
Answer: D
NEW QUESTION 36
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. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
- C. Shared Acrossthe 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.
- D. 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.
- E. Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.
Answer: A,C,E
NEW QUESTION 37
You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which threeoptions achieve your customer's requirement?
- A. Make them available internally to agents as part of the Service Request Knowledge Panel.
- B. Make them available externally to customers via My Digital Customer Service (DCS).
- C. Make them available to external users by giving them access to the internal "My Knowledge" page.
- D. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
- E. Make them availableto employees and agents via My Knowledge.
Answer: B,D,E
NEW QUESTION 38
In which three situations can default coverage be applied?
- A. to a specific customer account
- B. for a specificSR status
- C. for a specific SR category
- D. globally, to all service requests that do not have any other coverage
- E. for a specific period of time
Answer: C,D,E
NEW QUESTION 39
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. 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.
- B. Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
- C. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.
- D. 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 browserpage or not.
Answer: D
NEW QUESTION 40
Which two options are true about role synchronization for Digital Customer Service (DCS)?
- A. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
- B. is real time
- C. also synchronizes userIDs and passwords between DCS and Engagement Cloud
- D. is required for every DCS instance
Answer: B,D
NEW QUESTION 41
Your client needs to associate a product item to a product group but cannot make the association. Whatshould you check to identify the cause?
- A. Verify that Root Catalog is selected on the product groups.
- B. Validate that AllowDuplicate is selected on the product item.
- C. Verify that Eligible for Service is selected on the product item.
- D. Validate that the product item is active and published.
Answer: D
NEW QUESTION 42
Identify three considerations before starting the configuration of assignment rules to service requests.
- A. the rule sets you want to create and the rules to include in each rule set
- B. the attributes of service requests to use as criteria for your rule assignments
- C. the candidates of queues to use as criteria for your rule assignments
- D. the candidates of service requests to use as criteria for your rule assignments
- E. the attributes of queues to use as criteria for your rule assignments
Answer: A,C,D
NEW QUESTION 43
Which four statements are correct about hotkeys for Action Commands?
- A. They allow a user to copy a service request.
- B. They can all be modified.
- C. They can be assigned to a custom action script.
- D. They allow a user to escalate a service request.
- E. They have default values.
- F. They allow a user to forward a service request.
Answer: B,D,E,F
NEW QUESTION 44
Identify two correctstatements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
- A. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
- B. DCS is a visual development tool for creating applications in VBCS.
- C. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
- D. VBCS is a visual development tool for creating applications in DCS.
Answer: C,D
NEW QUESTION 45
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. Available
- B. Time Period
- C. Start/Stop
- D. Duration
- E. Interval
Answer: D
NEW QUESTION 46
Which two statements are true regarding the Audit History tab of a Service Request?
- A. It is exportable to Excel.
- B. It allows users to save searches for later reuse.
- C. It is available only toauthorized administrators.
- D. It is searchable by date range, username, event type, event severity, and event duration.
- E. It is enabled by default.
Answer: B,E
NEW QUESTION 47
You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?
- A. Setup and maintenance > Sales >Service Request > Manage Oracle Social Network Objects
- B. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
- C. Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
- D. Setup and maintenance >Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
Answer: C
NEW QUESTION 48
Which option describes the automated page presentation for incoming calls?
- A. 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
- B. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
- C. a feature that displays a caller-appropriate application page based on your customer's native language when you answeryour phone
- D. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
Answer: B
NEW QUESTION 49
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 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.
- B. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top ofthe page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
- C. Sign in to Engagement Cloud as anadministrator.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.
- D. 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.
Answer: A
NEW QUESTION 50
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 queuefor these service requests?
- A. The queue defined in the first evaluated rule is always assigned to the service request.
- B. The service request assignment will be unpredictable.
- C. An error will occur; no queue is assigned to the service request.
- D. The queue defined by default is the one assigned to the servicerequest.
Answer: A
NEW QUESTION 51
Select three correct limits and restrictions when importing data from a file.
- A. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
- B. By default, the import starts immediately after itis activated.
- C. If the valuesin the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
- D. Both create and update operations are available for imported records.
- E. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
Answer: A,B,D
NEW QUESTION 52
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