1z0-1064 Exam - Oracle Engagement Cloud 2019 Implementations Essentials

NEW QUESTION 1
Which two steps are needed to create a new business object in Digital Customer Service?

• A. Assign the new business object to a new component.
• B. Assign object access roles to an administrative user.
• C. Map a Visual Builder Cloud Service business object to the object API.
• D. Assign the new business object to a page.

Answer: BC

NEW QUESTION 2
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. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
• B. Do not choose any optional criteria columns.
• C. Choose all optional result columns.
• D. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates

Answer: ABD

NEW QUESTION 3
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_KNOWLEDGE_FAVORITING is set to N.
• C. The batch job for recommendations has not been executed.
• D. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
• E. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.

Answer: A

NEW QUESTION 4
Your customer wants to have a vertical Media Toolbar instead of the Horizontal one. Which statement is true?

• A. The only Vertical Toolbar that you can enable is the Notifications Toolbar.
• B. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
• C. The Vertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
• D. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.

Answer: D

NEW QUESTION 5
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 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.
• B. 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.
• C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose “Appearance”.Under General, click “Enable” next to “Show Audit History” option.Save the configuration.
• D. 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.

Answer: D

NEW QUESTION 6
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
Resolution Metric = 2880
First Response Metric = 360
First Response Warning Threshold

• A. Resolution is due on Saturday, 2 PM EST.
• B. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
• C. First Response is due on Friday, 12 noon EST.
• D. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.

Answer: BC

NEW QUESTION 7
A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.

• A. Sales opportunities
• B. Notes
• C. Contacts
• D. Social network
• E. Service requests

Answer: ADE

NEW QUESTION 8
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. 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.
• B. Articles are available to users only after the application updates the knowledge base search inde
• C. This happens at regular intervals and there might be some elapsed time before the search index is updated.
• D. There is a configuration failure in the publishing tas
• E. 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.
• F. 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: B

NEW QUESTION 9
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 > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
• B. Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
• C. Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects
• D. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service

Answer: B

NEW QUESTION 10
One of your service agents needs a new search filter on his Service Requests’ list page. How can the agent achieve this?

• A. Add fields from the advanced search functionality.
• B. Grant the agent Administrator permissions to add new search filters.
• C. Create a new search through the application composer.
• D. Create several personalized searches and create them to each other.

Answer: C

NEW QUESTION 11
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. moving the application to Staging and subsequently to Production status
• D. system administrator approval

Answer: BC

NEW QUESTION 12
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. Service Request create date
• D. Contact name
• E. Channel

Answer: BCD

NEW QUESTION 13
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: AD

NEW QUESTION 14
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 Service” profile option, and activate it.
• C. 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”.
• 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 Administrator Profile Values”, search for the “Enable My Knowledge Menu for Help Desk” profile option, and activate it.
• F. 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”.

Answer: A

NEW QUESTION 15
Which three subobject functions are included in the REST API for Service Requests (SRs)?

• A. Update SR reference
• B. Update resource manager
• C. Delete activity
• D. Update resource member
• E. Delete message

Answer: ACD

NEW QUESTION 16
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 analytics report showing milestones in warning status.
• C. Specify the warning threshold for the milestone in the standard coverages.
• D. Create standard text to be posted to the message thread.
• E. Configure the email template to be used for notification.
• F. Configure an object workflow action to send the email when the milestone status changes to warning.

Answer: BCE

NEW QUESTION 17
When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

• A. 1,3,2,4
• B. 3,2,4,1
• C. 2,4,3,1
• D. 1,2,3,4

Answer: D

NEW QUESTION 18
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
• C. Title, Category, Severity, Status
• D. Title, Status, Problem Description
• E. Title, Category, Severity

Answer: C

NEW QUESTION 19
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 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.
• C. 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.
• D. 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.

Answer: C

NEW QUESTION 20
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. Configure the self-registrations to restrict registration to only existing Contacts.
• B. Configure your self-registrations so that they are automatically approved.
• C. Enable the self-registration steps in the “Manage Digital Customer Service Registration Profile Options” task.
• D. Disable the anonymous access option in your DCS application.

Answer: ABD

NEW QUESTION 21
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. There are no specific e-mail tasks available.
• 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. The team members have not established the e-mail feature on the Offerings page.

Answer: D

NEW QUESTION 22
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 are actions on a service request (SR) that must be completed by a specific time.
• C. Milestones can be one of four default types: ‘First Response’, ‘Second Response’, ‘Final Action’, and ‘Resolution’.
• D. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
• E. Milestones are commitments to handle SRs within certain timelines.

Answer: ACD

NEW QUESTION 23
If you want to disable the ability to delete activities for all users, what action should you perform?

• A. Remove the “delete activities” button from all pages used by the users who have this access.
• B. Remove the “delete activities” role from all the users who have this role.
• C. Remove the “delete activities” privilege from all the roles for users who have this access.
• D. Remove the users of the roles who have the “delete activities” access.

Answer: D

NEW QUESTION 24
Which four actions does the REST API for Service Requests (SRs) allow?

• A. Update SR milestone
• B. Create SR
• C. Update SR assignee
• D. Delete SR by SR number
• E. Delete SR by SR title

Answer: ABCD

NEW QUESTION 25
Which two keyboard shortcuts can be modified?

• A. OK
• B. Create Service Request
• C. Cancel
• D. Save and Continue
• E. Save and Close

Answer: AB

NEW QUESTION 26
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