Practical 1z0-1064 Pdf 2021

NEW QUESTION 1
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
• C. a configured profile option to schedule the retrieval of emails
• D. an inbound message filter per sender

Answer: B

NEW QUESTION 2
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 orde
• B. 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.
• C. Rules follow a priority orde
• D. 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.
• E. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisione
• F. The URL is empty so the system shows the contact edit page.
• G. Screen pops are not configurabl
• H. 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 3
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

• A. It allows edits to dashboard 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. In includes a preview option for all standard and custom object pages.

Answer: B

NEW QUESTION 4
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 Products
• B. Manage Service Request Status Values
• C. Manage Service Request Categories
• D. Manage Service Request Severities
• E. Manage Service Request Queue
• F. Manage Service Request Resolutions

Answer: ABCE

NEW QUESTION 5
If you did not use the Reference Implementation template for your Digital Customer Service (DCS) application, you will .

• A. not be able to preview your application before you publish it
• B. have to contact Oracle Support for the permission to deploy your custom DCS application
• 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 6
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 7
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 8
Milestones are not getting applied to service requests in the customer environment. Identify three causes.

• A. The scheduled process has not been set up.
• B. The Starts When criteria of the milestones is not True.
• C. No default coverages are set up.
• D. Entitlement rules are not valid for the service request.

Answer: ABC

NEW QUESTION 9
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, confirm Record Set = Assigned to Me.
• B. Change the section identified with Status = New
• C. In Advanced Search, save and select the “Set as Default” box.
• D. In Advanced Search, select Action > Update.
• E. Click the Show Advanced Search icon.
• F. In Advanced Search, Add Channel Type = Web.

Answer: ABCEF

NEW QUESTION 10
You are creating or editing a SmartText entry. Which four options can you insert into the entry?

• A. URLs
• B. Tables
• C. Images
• D. Variables
• E. Text
• F. Other SmartText entries

Answer: BDEF

NEW QUESTION 11
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 12
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

• A. 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.
• 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 set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
• 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: BC

NEW QUESTION 13
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 14
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 15
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 can download large volumes of SR data from the Analytics interface.
• C. You must retrieve large volumes of data through a REST API endpoint.
• D. You can schedule incremental exports as ESS jobs (also known as a “scheduled process”) on a periodic basis, such as weekly or monthly.

Answer: AB

NEW QUESTION 16
Which statement is correct when describing the process of adding assignment rules from Service Setup?

• A. Use the “Manage Service Assignment Rules” task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
• B. Use the “Manage Service Request Assignment Object” task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
• C. Use the “Manage Service Assignment Rules” task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
• D. Use the “Manage Service Request Assignment Object” task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.

Answer: D

NEW QUESTION 17
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 18
Your customer asked you to modify the default severity value for new service requests. Which three steps should you follow to make the change?

• A. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
• B. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
• C. Lock the Profile Option for editing.
• D. Modify the Profile Value and save.
• E. Unlock and publish the new selected profile value.
• F. Select View > Detach.

Answer: BDE

NEW QUESTION 19
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 Create Category > Create Top-Level Category.
• B. Check the Active flag.
• C. Select the task Manage Service Request Categories.
• D. Select Status = “Active”.
• E. Select Service Catalog in Functional Areas.
• F. Select Create Category > Create Child Category.
• G. Complete Category Name.

Answer: ACDF

NEW QUESTION 20
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. Incoming messages have a custom filter.
• D. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.

Answer: C

NEW QUESTION 21
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 22
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 23
......