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A fully updated 2021 1Z0-1064-20 Exam Dumps exam guide from training expert DumpsReview
NEW QUESTION 18
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 facilitate the assignment of an agent to the service request.
- B. Categories determine the steps an agent must follow to close the service request.
- C. The hierarchical structure of the categories helps to improve the service request classification.
- D. Filter the selection of the product related to the service request, when filtering by a particular category.
- E. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
Answer: A,C,E
NEW QUESTION 19
Which two steps are needed to create a new business object in Digital Customer Service?
- A. Map a Visual Builder Cloud Service business object to the object API.
- B. Assign the new business object to a page.
- C. Assign the new business object to a new component.
- D. Assign object access roles to an administrative user.
Answer: A,D
NEW QUESTION 20
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. The configured frequency to retrieve emails is too long.
- B. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
- C. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
- D. Incoming messages have a custom filter.
Answer: D
NEW QUESTION 21
Which three subobject functions are included in the REST API for Service Requests (SRs)?
- A. Delete activity
- B. Update resource manager
- C. Update SR reference
- D. Update resource member
- E. Delete message
Answer: A,C,D
NEW QUESTION 22
You are creating or editing a SmartText entry. Which four options can you insert into the entry?
- A. Variables
- B. Images
- C. Text
- D. Other SmartText entries
- E. URLs
- F. Tables
Answer: A,C,D,F
NEW QUESTION 23
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. Start/Stop
- B. Time Period
- C. Interval
- D. Duration
- E. Available
Answer: D
NEW QUESTION 24
Which four actions does the REST API for Service Requests (SRs) allow?
- A. Update SR assignee
- B. Create SR
- C. Update SR milestone
- D. Delete SR by SR title
- E. Delete SR by SR number
Answer: A,B,C,E
NEW QUESTION 25
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?
- A. 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.
- B. 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.
- C. 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.
- D. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
- E. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
Answer: B,C,E
NEW QUESTION 26
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. Create a Service Request.
- C. Add a message to a Service Request.
- D. View and edit attachments to a Service Request.
- E. Delete a Service Request.
Answer: A,B,D,E
NEW QUESTION 27
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 three options 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 to employees and agents via My Knowledge.
- E. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
Answer: B,D,E
NEW QUESTION 28
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. Do not choose any optional criteria columns.
- B. Choose all optional result columns.
- C. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
- D. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by 7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
Answer: A,C,D
NEW QUESTION 29
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 will be required to code any new workflow actions in Groovy.
- C. You can send an e-mail notification to specified recipients.
- D. You can generate tasks for the SR object from the workflow.
- E. You can define the workflow to run when certain fields of the SR object are changed.
- F. You must make the changes using the Page Composer tool.
Answer: A,C,D,E
NEW QUESTION 30
If you did not use the Reference Implementation template for your Digital Customer Service (DCS) application, you will _________.
- A. have to contact Oracle Support for the permission to deploy your custom DCS application
- B. not be able to preview your application before you publish it
- C. be required to map roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
- D. be required to create all of your own components for the display of Engagement Cloud objects
Answer: D
NEW QUESTION 31
You need to extract all service Request (SR) data from your Engagement Cloud site from the last 12 months.
Identify two valid approaches to get this large volume of data.
- A. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
- B. You must retrieve large volumes of data through a REST API endpoint.
- C. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
- D. You can download large volumes of SR data from the Analytics interface.
Answer: A,D
NEW QUESTION 32
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. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
- C. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
- D. By default, the import starts immediately after it is activated.
- E. Both create and update operations are available for imported records.
Answer: A,D,E
NEW QUESTION 33
Which statement is correct when describing the process of adding assignment rules from Service Setup?
- A. 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.
- B. 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.
- C. 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.
- D. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
Answer: A
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. 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. 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.
- 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. 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.
Answer: C
NEW QUESTION 35
Which two are required to publish a completed Digital Customer Service (DCS) application?
- A. nothing (DCS applications are always available to all users.)
- B. moving the application to Staging and subsequently to Production status
- C. system administrator approval
- D. a single "publish" action to complete the task
Answer: A,B
NEW QUESTION 36
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
- A. Entitlement rules are not valid for the service request.
- B. No default coverages are set up.
- C. The Starts When criteria of the milestones is not True.
- D. The scheduled process has not been set up.
Answer: B,C,D
NEW QUESTION 37
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. Users have not been given the "Knowledge Analyst" role.
- B. The User Group selected for authoring articles has been set to 'External".
- C. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
- D. The Base Locale for the articles has not been enabled in the correct language.
Answer: A
NEW QUESTION 38
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
- A. DCS is a visual development tool for creating applications in VBCS.
- 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. VBCS is a visual development tool for creating applications in DCS.
Answer: C,D
NEW QUESTION 39
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 entered a toolbar height that is not more than 70 pixels.
- B. The only toolbar enabled is the default one, and you must configure at least two.
- C. The signed-in user does not have the appropriate access privileges to a toolbar.
- D. You did not enable the vertical toolbar which is required, while the horizontal is optional.
- E. You have not enabled the Computer Telephony Integration (CTI) service.
Answer: D,E
NEW QUESTION 40
Which two options are true about role synchronization for Digital Customer Service (DCS)?
- A. also synchronizes userIDs and passwords between DCS and Engagement Cloud
- B. is required for every DCS instance
- C. is real time
- D. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
Answer: B,C
NEW QUESTION 41
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. an inbound message filter per time schedule
- B. a configured profile option to schedule the retrieval of emails
- C. an inbound message filter per sender
- D. a configured job to process inbound emails
Answer: A
NEW QUESTION 42
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