2022 1Z0-1064-20 Dumps PDF - 1Z0-1064-20 Real Exam Questions Answers
Valid 1Z0-1064-20 Test Answers & Oracle 1Z0-1064-20 Exam PDF
NEW QUESTION 36
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 37
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 38
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. The signed-in user does not have the appropriate access privileges to a toolbar.
- B. You did not enable the vertical toolbar which is required, while the horizontal is optional.
- C. You entered a toolbar height that is not more than 70 pixels.
- D. You have not enabled the Computer Telephony Integration (CTI) service.
- E. The only toolbar enabled is the default one, and you must configure at least two.
Answer: B,D
NEW QUESTION 39
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
- A. Languages
- B. Object triggers
- C. Themes
- D. UI components
- E. Templates
- F. Object workflows
- G. Business objects
- H. Pages
Answer: B,C,E,F,G,H
NEW QUESTION 40
Identify three considerations before starting the configuration of assignment rules to service requests.
- A. the candidates of service requests to use as criteria for your rule assignments
- B. the candidates of queues to use as criteria for your rule assignments
- C. the attributes of service requests to use as criteria for your rule assignments
- D. the rule sets you want to create and the rules to include in each rule set
- E. the attributes of queues to use as criteria for your rule assignments
Answer: A,B,D
NEW QUESTION 41
Identify two correct statements 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 an Offering in Engagement Cloud and VBCS is part of that Offering.
- C. VBCS is a visual development tool for creating applications in DCS.
- D. DCS is a visual development tool for creating applications in VBCS.
Answer: B,C
NEW QUESTION 42
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. Incoming messages have a custom filter.
- B. The configured frequency to retrieve emails is too long.
- C. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
- D. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
Answer: A
NEW QUESTION 43
Which four actions does the REST API for Service Requests (SRs) allow?
- A. Create SR
- B. Update SR milestone
- C. Update SR assignee
- D. Delete SR by SR title
- E. Delete SR by SR number
Answer: A,B,C,E
NEW QUESTION 44
Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Calendar = 9AM to 5 PM, Monday - Friday, US EST
Resolution Metric = 2880
Resolution Warning Threshold 120
First Response Metric = 360
First Response Warning Threshold
- A. First Response is due on Friday, 12 noon EST.
- B. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
- C. Resolution is due on Saturday, 2 PM EST.
- D. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
Answer: A,D
NEW QUESTION 45
Which three types of data are included in the interaction associated with a normal call flow?
- A. Start time of the call
- B. Agent name
- C. Contact name
- D. Service Request create date
- E. Channel
Answer: B,C,D
NEW QUESTION 46
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. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
- 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. 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.
Answer: B
NEW QUESTION 47
Which two options are true about reporting on milestones?
- A. Administrator-defined milestone data is not included in Analytics.
- B. No standard reports on milestones are provided.
- C. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
- D. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
Answer: A,D
NEW QUESTION 48
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 Oracle Social Network Objects for Service
- D. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
Answer: A
NEW QUESTION 49
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 searchable by date range, username, event type, event severity, and event duration.
- C. It is enabled by default.
- D. It allows users to save searches for later reuse.
- E. It is exportable to Excel.
Answer: C,D
NEW QUESTION 50
What should you do to enable Password Reset in Digital Customer Service (DCS)?
- A. Add the Password Reset component to your DCS application.
- B. Enable the "Password Reset" option in the User Administration component.
- C. Obtain the Change Password Link and add it to your DCS page.
- D. Instruct users that they can only change their password by chatting with an agent.
Answer: C
NEW QUESTION 51
Which two are required to publish a completed Digital Customer Service (DCS) application?
- A. a single "publish" action to complete the task
- B. nothing (DCS applications are always available to all users.)
- C. system administrator approval
- D. moving the application to Staging and subsequently to Production status
Answer: B,D
NEW QUESTION 52
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. 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.
- 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. 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.
- D. 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.
Answer: C
NEW QUESTION 53
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