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NEW QUESTION 1
Which option describes the automated page presentation for incoming calls?
- A. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
- B. a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
- C. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
- D. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
Answer: A
NEW QUESTION 2
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 your self-registrations so that they are automatically approved.
- B. Configure the self-registrations to restrict registration to only existing Contacts.
- C. Disable the anonymous access option in your DCS application.
- D. Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" tas
Answer: ABC
NEW QUESTION 3
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, confirm Record Set = Assigned to Me.
- C. Click the Show Advanced Search icon.
- D. Change the section identified with Status = New.
- E. In Advanced Search, save and select the "Set as Default" box.
- F. In Advanced Search, Add Channel Type * We
Answer: BCDEF
NEW QUESTION 4
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. Duration
- C. Time Period
- D. Available
- E. Interval
Answer: B
NEW QUESTION 5
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. a configured Job to process inbound emails
- B. an inbound message filter per time schedule 9
- C. an inbound message filter per sender
- D. a configured profile option to schedule the retrieval of emails
Answer: B
NEW QUESTION 6
A service agent can create tasks from different system areas. Identify three modules where a service agent can create and associate tasks.
- A. Contacts
- B. Service requests
- C. Sales opportunities
- D. Notes
- E. Social network
Answer: BCE
NEW QUESTION 7
For which two groups of functions can keyboard shortcuts be set?
- A. Personal Activity Functions
- B. Administrator (that is, "Power") Commands
- C. Action Commands
- D. Button Access Keys
Answer: BC
NEW QUESTION 8
Which six Digital Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
- A. UI components
- B. Themes
- C. Object triggers
- D. Business objects
- E. Languages
- F. Pages
- G. Object workflows
- H. Templates
Answer: BCDFGH
NEW QUESTION 9
Your client has noticed that inbound emails from customers are not creating or updating requests. Which step should they perform to automate it?
- A. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
- B. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
- C. Adjust permissions on all customer's profiles,
- D. Adjust the inbound message filter
Answer: B
NEW QUESTION 10
What should you do to enable Password Reset in Digital Customer Service (DCS)?
- A. Enable the "Password Reset" option in the User Administration component.
- B. Obtain the Change Password Link and add it to your DCS page.
- C. Add the Password Reset component to your DCS application.
- D. Instruct users that they can only change their password by chatting with an agen
Answer: B
NEW QUESTION 11
Which three options are defined by a standard coverage rule?
- A. the start and end date for applying the rule
- B. a commitment to handle SRs within certain SLAs
- C. the time in minutes before the First Response milestone is due
- D. the date and time of the last customer response
- E. a condition that applies based on the severity of the service request
Answer: CDE
NEW QUESTION 12
Which two are true characteristics about the lifecycle of a service request?
- A. "Customer working" is one of the five seeded status types.
- B. If required, users can manually set the "Closed" status for a service request.
- C. Users can reopen a service request when the status is set to "Closed".
- D. "Closed" status is set by an automatic job after a specified number of days.
- E. Users can reopen a service request when the status is set to "Resolved".
Answer: DE
NEW QUESTION 13
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. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
- B. The configured frequency to retrieve emails is too long.
- C. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE
- D. Incoming messages have a custom filte
Answer: D
NEW QUESTION 14
Which four of the following are required to connect to the Engagement Cloud REST API? A. a user with role access to the object being called
- A. VPN access to your Engagement Cloud instance
- B. the use of Java
- C. the use of SSL
- D. the correct URI
- E. a general understanding of REST resource types
Answer: BCDE
NEW QUESTION 15
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?
- A. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5.
- B. You can create a trigger on the Trouble Ticket object using the Upon Import into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
- C. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
- D. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
Answer: AB
NEW QUESTION 16
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 Service" profile option, and activate it.
- B. Use the task "Manage Service Request knowledge Profile Options", search for the "SVCENABLE_KNOWLEDGE_IN_SR" profile option, and set "Site" value to "Yes".
- C. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
- D. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk' profile option, and activate It.
- 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 Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREAT10N_EDITION" profile option, and set the "Site" value to "Yes".
Answer: C
NEW QUESTION 17
Which three types of data are included in the Interaction associated with a normal call flow?
- A. Contact name
- B. Channel
- C. Service Request create date
- D. Start time of the call
- E. Agent name
Answer: ACE
NEW QUESTION 18
You are creating or editing a SmartText entry. Which four options can you insert into the entry?
- A. Other SmartText entries a
- B. Text
- C. Images
- D. Tables
- E. URLs
- F. Variables
Answer: ABDF
NEW QUESTION 19
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. Create standard text to be posted to the message thread.
- C. Specify the warning threshold for the milestone in the standard coverages.
- D. Configure an analytics report showing milestones in warning status.
- 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 warnin
Answer: CDE
NEW QUESTION 20
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 > Sales > Service Request > Manage Oracle Social Network Objects
- B. Setup and maintenance > Service > Configuration and Security > 5ervice Request > Manage Oracle Social Network Objects for Service
- 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: B
NEW QUESTION 21
One of your service agents needs a new search filter on his Service Requests' list page. How can the agent achieve this?
- A. Create several personalized searches and relate them to each other.
- B. Grant the agent Administrator permissions to add new search filters.
- C. Create a new search through the application composer.
- D. Add fields from the advanced search functionalit
Answer: C
NEW QUESTION 22
Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Which option allows the customer to address the problem, so that all users can get articles in their native language?
- A. Diagnose the usage of the articles to eliminate all non used documents to avoid unnecessary translations.
- B. Enable new locales for the languages to be used and provision designated users to translate the articles.
- C. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.
- D. Modify the original base locales of the articles to match the target languag
Answer: B
NEW QUESTION 23
Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks. Which four lookups can be modified from this task list?
- A. Manage Service Request Queue
- B. Manage Service Request Products
- C. Manage Service Request Status Values
- D. Manage Service Request Categories
- E. Manage Service Request Resolutions
- F. Manage Service Request Severities
Answer: ABCD
NEW QUESTION 24
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