Oracle 1Z0-1064-20 Deluxe Study Guide with Online Test Engine
1Z0-1064-20 dumps review - Professional Quiz Study Materials
Oracle 1Z0-1064-20 Exam Syllabus Topics:
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NEW QUESTION 13
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, Category, Severity, Status
- E. Title
Answer: D
NEW QUESTION 14
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?
- A. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
- B. It does not require matching passwords between Engagement Cloud and DCS.
- C. It is configured exclusively via the Engagement Cloud Security Console.
- D. It enables anonymous users to search the DCS knowledge base.
Answer: C,D
NEW QUESTION 15
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 Service Catalog in Functional Areas.
- B. Complete Category Name.
- C. Select Create Category > Create Child Category.
- D. Select the task Manage Service Request Categories.
- E. Select Create Category > Create Top-Level Category.
- F. Select Status = "Active".
- G. Check the Active flag.
Answer: C,D,E,F
NEW QUESTION 16
What is the main function of the Data Security Policies?
- A. defines the views the application can access
- B. defines the privileges and roles a particular user can have
- C. defines the data a particular user can see and/or modify
- D. defines the actions a particular user can do
- E. defines the views or functionalities the user can access
Answer: E
NEW QUESTION 17
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.
- A. In includes a preview option for all standard and custom object pages.
- B. It requires the use of a sandbox to modify the fields associated with standard and custom objects.
- C. It requires proper permissions to use the tools and additional permissions to edit the desired object.
- D. It allows edits to dashboard pages.
Answer: B
NEW QUESTION 18
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. In Advanced Search, select Action > Update.
- B. In Advanced Search, save and select the "Set as Default" box.
- C. Change the section identified with Status = New
- D. Click the Show Advanced Search icon.
- E. In Advanced Search, Add Channel Type = Web.
- F. In Advanced Search, confirm Record Set = Assigned to Me.
Answer: B,C,D,E,F
NEW QUESTION 19
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 20
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. Adjust the inbound message filters.
- B. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
- C. Adjust permissions on all customer's profiles.
- D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
Answer: B
NEW QUESTION 21
In which three situations can default coverage be applied?
- A. to a specific customer account
- B. for a specific SR category
- C. for a specific SR status
- D. for a specific period of time
- E. globally, to all service requests that do not have any other coverage
Answer: B,D,E
NEW QUESTION 22
Which two statements are true regarding the Audit History tab of a Service Request?
- A. It is available only to authorized administrators.
- B. It is exportable to Excel.
- C. It is enabled by default.
- D. It allows users to save searches for later reuse.
- E. It is searchable by date range, username, event type, event severity, and event duration.
Answer: C,D
NEW QUESTION 23
Digital Customer Service application configuration settings in json.cfg include which four options?
- A. Default chat channel preferences
- B. Knowledge management language locales
- C. Default timezone
- D. Default communication preferences
- E. Default notification preferences
- F. Knowledge management article links
- G. Service request links
- H. Product and category filtering
Answer: B,F,G,H
NEW QUESTION 24
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 25
Which four statements are correct about hotkeys for Action Commands?
- A. They allow a user to copy a service request.
- B. They have default values.
- C. They allow a user to escalate a service request.
- D. They allow a user to forward a service request.
- E. They can all be modified.
- F. They can be assigned to a custom action script.
Answer: B,C,D,E
NEW QUESTION 26
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. Select the Manage Capacities task.
- B. 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.
- C. Modify the default values in the Capacity fields for the channels.
- D. In the Work Assignments section, modify the default value in the Capacity field to a new value.
Answer: B,C
NEW QUESTION 27
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. requires less work and effort
- C. allows the display of a product hierarchy specifically for service purposes
- D. allows use of a simpler hierarchy
Answer: A,B
NEW QUESTION 28
Your customer wants to have a vertical Media Toolbar instead of the Horizontal one.
Which statement is true?
- A. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
- B. The only Vertical Toolbar that you can enable is the Notifications Toolbar.
- C. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
- D. The Vertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
Answer: C
NEW QUESTION 29
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 30
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 > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
- B. Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects
- C. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
- D. Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
Answer: A
NEW QUESTION 31
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 All Users" profile option, and activate it.
- B. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
- C. 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".
- D. 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".
- 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: A
NEW QUESTION 32
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
- A. Pages
- B. Themes
- C. Object workflows
- D. Templates
- E. Business objects
- F. Object triggers
- G. Languages
- H. UI components
Answer: A,B,C,D,E,F
NEW QUESTION 33
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 34
You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure user self-registration in your DCS application?
- A. Disable the anonymous access option in your DCS application.
- B. Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" task.
- C. Configure your self-registrations so that they are automatically approved.
- D. Configure the self-registrations to restrict registration to only existing Contacts.
Answer: A,C,D
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
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 37
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