[Oct 23, 2022] Fully Updated Dumps PDF - Latest 1Z0-1064-21 Exam Questions and Answers
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NEW QUESTION 33
What three things should you do once you have established a global default coverage?
- A. Use Application Composer to include milestones on the Service Request Layout if desired.
- B. Create an ESS job to Aggregate Service Requests.
- C. Createan 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 34
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?
- A. Add an extension column to the milestone object to hold the warning threshold value.
- B. Configure an object workflow action to send the email when the milestone status changes to warning.
- C. Specify the warning threshold for the milestone in the standard coverages.
- D. Configure the email template to be used for notification.
- E. Configure an analytics report showing milestones in warning status.
- F. Create standard text to be posted to the message thread.
Answer: C,D,E
NEW QUESTION 35
Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?
- A. The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
- B. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
- C. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
- D. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
- E. The batch job for recommendations has not been executed.
Answer: A
NEW QUESTION 36
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, Add Channel Type = Web.
- B. In Advanced Search, select Action > Update.
- C. In Advanced Search, confirm Record Set = Assigned to Me.
- D. Change the section identified with Status = New
- E. Click the Show Advanced Search icon.
- F. In Advanced Search, save and select the "Set as Default" box.
Answer: A,C,D,E,F
NEW QUESTION 37
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. Select the Manage Capacities task.
- 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. In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.
Answer: B,C
NEW QUESTION 38
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.
- A. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
- B. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and
'Resolution'. - C. Milestones are actions on a service request (SR) that must be completed by a specific time.
- D. Milestones are commitments to handle SRs within certain timelines.
- E. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
Answer: A,B,E
NEW QUESTION 39
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not beingreceived.
What is the problem?
- A. Incorrect configuration of the inbound profile option:
SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE. - B. Incoming messages have a custom filter.
- C. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
- D. The configured frequency to retrieve emails is too long.
Answer: B
NEW QUESTION 40
Which three statements are true?
- A. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP 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. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
- D. 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.
Answer: A,B,C
NEW QUESTION 41
Your client has noticed that inbound emails from customers are not creating or updatingservice requests.
Which step should they perform to automate it?
- A. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
- B. Adjust the inbound message filters.
- C. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
- D. Adjust permissions on all customer's profiles.
Answer: C
NEW QUESTION 42
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
- A. Add images as the productimage will not be pulled from Engagement Cloud.
- B. Add product ID(s) to the database component.
- C. Add the Product object to your DCS application.
- D. Configure products groups and product items in Engagement Cloud.
Answer: B,C,D
NEW QUESTION 43
Digital Customer Service application configuration settings in json.cfg include which four options?
- A. Service request links
- B. Product and category filtering
- C. Default communication preferences
- D. Default notification preferences
- E. Default timezone
- F. Default chat channel preferences
- G. Knowledge management language locales
- H. Knowledge management article links
Answer: A,B,G,H
NEW QUESTION 44
Which three subobject functions are included in the REST API for Service Requests (SRs)?
- A. Delete activity
- B. Update resource member
- C. Update resource manager
- D. Update SR reference
- E. Delete message
Answer: A,B,D
NEW QUESTION 45
Yourcustomer 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. Select Create Category > Create Child Category.
- C. Select the task Manage Service Request Categories.
- D. Check the Active flag.
- E. Select Status = "Active".
- F. Select Create Category > Create Top-Level Category.
- G. Complete Category Name.
Answer: B,C,E,F
NEW QUESTION 46
A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.
- A. Social network
- B. Service requests
- C. Contacts
- D. Sales opportunities
- E. Notes
Answer: A,B,D
NEW QUESTION 47
Which four actions does the REST API for Service Requests (SRs) allow?
- A. Update SR milestone
- B. Delete SR by SR title
- C. Update SR assignee
- D. Delete SR by SR number
- E. Create SR
Answer: A,C,D,E
NEW QUESTION 48
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 part of that Offering.
- B. DCS is a visual development tool for creating applications in VBCS.
- C. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
- D. VBCS is a visual development tool for creating applications in DCS.
Answer: A,D
NEW QUESTION 49
What should you do to enable Password Reset in Digital Customer Service (DCS)?
- A. Obtain the Change Password Link and add it to your DCS page.
- B. Add the Password Reset component to your DCS application.
- C. Enablethe "Password Reset" option in the User Administration component.
- D. Instruct users that they can only change their password by chatting with an agent.
Answer: A
NEW QUESTION 50
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?
- A. Theteam members have not established the e-mail feature on the Offerings page.
- B. The environment was not provisioned correctly and the service module is missing.
- C. The team members don't have the Email Administrator Role provisioned.
- D. There are no specific e-mail tasks available.
Answer: A
NEW QUESTION 51
Which two options are true about role synchronization for Digital Customer Service (DCS)?
- A. is required for every DCS instance
- B. also synchronizes userIDs and passwords between DCS and Engagement Cloud
- C. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
- D. is real time
Answer: A,D
NEW QUESTION 52
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. Start/Stop
- C. Time Period
- D. Duration
- E. Interval
Answer: D
NEW QUESTION 53
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
- A. Object triggers
- B. UI components
- C. Business objects
- D. Languages
- E. Object workflows
- F. Themes
- G. Templates
- H. Pages
Answer: A,C,E,F,G,H
NEW QUESTION 54
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?
- A. It enablesanonymous 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 is configured exclusively via the Engagement Cloud Security Console.
- D. It does not require matching passwords between Engagement Cloud and DCS.
Answer: A,C
NEW QUESTION 55
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