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NEW QUESTION 1
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

• A. Add a message to a Service Request.
• B. Create a Service Request.
• C. Chat with an Agent about a Service Request.
• D. View and edit attachments to a Service Request.
• E. Delete a Service Reques

Answer: BCDE

NEW QUESTION 2
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?

• A. allows use of a simpler hierarchy
• B. allows the display of a product hierarchy specifically for service purposes
• C. allows you to use the same product hierarchy as sales
• D. requires less work and effort

Answer: CD

NEW QUESTION 3
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 4
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 5
Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?

• A. Validate that Allow Duplicate is selected on the product item.
• B. Verify that Root Catalog is selected on the product groups.
• C. Verify that Eligible for Service is selected on the product item.
• D. Validate that the product item is active and publishe

Answer: D

NEW QUESTION 6
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 7
Identify three considerations before starting the configuration of assignment rules to service requests.

• A. the attributes of service requests to use as criteria for your rule assignments
• B. the attributes of queues to use as criteria for your rule assignments
• C. the candidates of queues 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 candidates of service requests to use as criteria for your rule assignments

Answer: CDE

NEW QUESTION 8
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

• A. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
• B. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
• 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 one of four default types: 'First Response', 'Second Response’, 'Final Action', and 'Resolution'.

Answer: ABE

NEW QUESTION 9
If you did not use the Reference Implementation template for your Digital Customer Service (DCS) application, you will ______.

• A. be required to create all of your own components for the display of Engagement Cloud objects
• B. not be able to preview your application before you publish it
• C. have to contact Oracle Support for the permission to deploy your custom DCS application
• D. be required to map roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role

Answer: A

NEW QUESTION 10
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 11
When published, SmartText entries can be made available to which two options?

• A. specific users (i.
• B. "Select from list")
• C. all users (i.e., "Public")
• D. you and your immediate coworkers (i.
• E. "My Group")
• F. yourself only (i.
• G. "Private")
• H. this folder (i.
• I. "Users with folder access only")

Answer: DE

NEW QUESTION 12
Given the entitlement rules below, II a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
• Condition Column Severity = High
• Calendar - 9 AM to 5 PM, Monday - Friday, US EST
• Resolution Metric = 2880
• Resolution Warning Threshold 120
• First Response Metric = 360
• First Response Warning Threshold 120

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

Answer: AB

NEW QUESTION 13
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 ail 12 months of SR data.
• B. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
• C. You can download image volumes of SR data from the Analytics interface.
• D. You must retrieve large volumes of data through a REST API endpoin

Answer: CD

NEW QUESTION 14
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

• A. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
• B. It is configured exclusively via the Engagement Cloud Security Console.
• C. It enables anonymous users to search the DCS knowledge base.
• D. It does not require matching passwords between Engagement Cloud and DC

Answer: BC

NEW QUESTION 15
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 16
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. Filter the selection of the product related to the service request, when filtering by a particular category.
• B. The hierarchical structure of the categories helps to improve the service request classification.
• C. Categories determine the steps an agent must follow to close the service request.
• D. Categories facilitate the assignment of an agent to the service request.
• E. Categories improve the filtering of Knowledge articles that might contain a potential solution to the proble

Answer: BDE

NEW QUESTION 17
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 18
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 19
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 20
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. Complete Category Name.
• B. Check the Active flag.
• C. Select the task Manage Service Request Categories.
• D. Select Service Catalog in Functional Areas.
• E. Select Status =“Active”.
• F. Select Create Category > Create Top-Level Category.
• G. Select Create Category > Create Child Categor

Answer: CEFG

NEW QUESTION 21
Which is the correct order of steps to add and use a new condition columns to the entitlement rules for a standard coverage?
1. Create a matrix class with the attribute.
2. Modify a service mapping and add the desired attribute.
3. Specify the values for new column in one or more entitlement rules.
4. Use the new/modified entitlement type in the standard coverage.
5. Include the attribute from the optional results columns to the available metrics.

• A. 1, 2, 5, 3, 4
• B. 2, 1, 4, 5, 3
• C. 1, 2, 3, 4, 5
• D. 2, 4, 1, 5, 3

Answer: D

NEW QUESTION 22
Your Engagement Cloud site has had the Knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

• A. The Base Locale for the articles has not been enabled in the correct language.
• B. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
• C. The User Group selected for authoring articles has been set to "External".
• D. Users have not been given the "Knowledge Analyst" rol

Answer: D

NEW QUESTION 23
Oracle Engagement Cloud provides tools to add of modify which six types of entities?

• A. Themes
• B. Reports
• C. Exports
• D. Icons
• E. Objects
• F. Roles and privileges
• G. Object workflow
• H. Fields

Answer: BCEH

NEW QUESTION 24
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 25
You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer's requirement?

• A. Make them available internally to agents as part of the Service Request Knowledge Panel.
• B. Make them available to external users by giving them access to the internal “My Knowledge”
• C. Make them available to employees and agents via My Knowledge.
• D. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
• E. Make them available externally to customers via Digital Customer Service (DCS).

Answer: CDE

NEW QUESTION 26
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