[Feb 12, 2022] New Updated 1Z0-1064-21 Exam Questions 2022
Updated Free Oracle 1Z0-1064-21 Test Engine Questions with 78 Q&As
NEW QUESTION 28
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queuefor these service requests?
- A. The service request assignment will be unpredictable.
- B. An error will occur; no queue is assigned to the service request.
- C. The queue defined in the first evaluated rule is always assigned to the service request.
- D. The queue defined by default is the one assigned to the servicerequest.
Answer: C
NEW QUESTION 29
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is somestandard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {#
#SR0000003056# #}"
Which statement is true?
- A. You can eliminate part of the standard message, butcannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- B. You can completely eliminate the standard text appended by editing the message:
SVC_EMAIL_ACK_FOR_KNOWN_CUST. - C. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- D. You have to edit the e-mail template and add HTML code to customize the standard text section.
Answer: A
NEW QUESTION 30
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
- A. No default coverages are set up.
- B. Entitlement rules are not valid for the service request.
- C. The scheduledprocess has not been set up.
- D. The Starts When criteria of the milestones is not True.
Answer: A,C,D
NEW QUESTION 31
If you want to disable the ability to delete activities for all users, what action should you perform?
- A. Remove the users of the roles who have the "delete activities" access.
- B. Remove the "delete activities" privilege from all the roles for users who have this access.
- C. Remove the "delete activities" role from all the users who have this role.
- D. Remove the "delete activities" button from all pages used by the users who have this access.
Answer: A
NEW QUESTION 32
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 threeoptions achieve your customer's requirement?
- A. Make them available internally to agents as part of the Service Request Knowledge Panel.
- B. Make them availableto employees and agents via My Knowledge.
- C. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
- D. Make them available externally to customers via My Digital Customer Service (DCS).
- E. Make them available to external users by giving them access to the internal "My Knowledge" page.
Answer: B,C,D
NEW QUESTION 33
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. Theteam members have not established the e-mail feature on the Offerings page.
- D. The team members don't have the Email Administrator Role provisioned.
Answer: C
NEW QUESTION 34
Your client needs to associate a product item to a product group but cannot make the association. Whatshould you check to identify the cause?
- A. Verify that Eligible for Service is selected on the product item.
- B. Validate that AllowDuplicate is selected on the product item.
- C. Validate that the product item is active and published.
- D. Verify that Root Catalog is selected on the product groups.
Answer: C
NEW QUESTION 35
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
- A. Create a new search through the application composer.
- B. Add fields from the advanced search functionality.
- C. Grant the agent Administrator permissions to addnew search filters.
- D. Create several personalized searches and create them to each other.
Answer: A
NEW QUESTION 36
Your customer has three service request child categories under the top-level service requestcategory
"Accounts":
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?
- A. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
- B. In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column.
- C. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
- D. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
Answer: C
NEW QUESTION 37
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasonsfor this behavior?
- A. You have not enabled the Computer Telephony Integration (CTI) service.
- B. You entered a toolbar height that is not more than 70 pixels.
- C. The only toolbar enabled is the default one, and you must configure at least two.
- D. The signed-in user does not have the appropriate access privileges to a toolbar.
- E. You did not enable the vertical toolbar which is required, while the horizontal is optional.
Answer: A,E
NEW QUESTION 38
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. Assign the new business object to a page.
- D. Map a Visual Builder Cloud Service business object to the object API.
Answer: B,D
NEW QUESTION 39
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
- A. Templates
- B. Pages
- C. Themes
- D. Object triggers
- E. Object workflows
- F. UI components
- G. Business objects
- H. Languages
Answer: A,B,C,D,E,G
NEW QUESTION 40
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.
- A. Milestones are commitments to handle SRs within certain timelines.
- B. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and
'Resolution'. - C. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
- D. Milestones are actions on a service request (SR) that must be completed by a specific time.
- E. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
Answer: B,C,E
NEW QUESTION 41
Which three types of data are included in the interaction associatedwith a normal call flow?
- A. Agent name
- B. Channel
- C. Start time of the call
- D. Service Request create date
- E. Contact name
Answer: A,D,E
NEW QUESTION 42
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?
- A. Configure an analytics report showing milestones in warning status.
- B. Create standard text to be posted to the message thread.
- C. Add an extension column to the milestone object to hold the warning threshold value.
- D. Specify the warning threshold for the milestone in the standard coverages.
- E. Configure an object workflow action to send the email when the milestone status changes to warning.
- F. Configure the email template to be used for notification.
Answer: A,D,F
NEW QUESTION 43
Which two are required to publish a completed Digital Customer Service (DCS) application?
- A. nothing (DCS applications are always available to all users.)
- B. a single "publish" action to complete the task
- C. system administrator approval
- D. moving the application to Staging and subsequently to Production status
Answer: A,D
NEW QUESTION 44
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?
- A. You must make the changes using the Page Composer tool.
- B. You can define the workflow to run when certain fields of the SRobject are changed.
- C. You can generate tasks for the SR object from the workflow.
- D. You will be required to code any new workflow actions in Groovy.
- E. You can modify the workflow to update field values within the SR object.
- F. You can send an e-mail notification to specified recipients.
Answer: B,C,E,F
NEW QUESTION 45
What is the main function of the Data Security Policies?
- A. defines the actions a particular user can do
- B. defines the views the application can access
- C. defines the views or functionalities the user can access
- D. defines the privileges and roles a particular user can have
- E. defines the data a particular user can see and/or modify
Answer: C
NEW QUESTION 46
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. View and edit attachments to a Service Request.
- B. Create a Service Request.
- C. Delete a Service Request.
- D. Add a message to a Service Request.
- E. Chat with an Agent about a ServiceRequest.
Answer: A,B,C,E
NEW QUESTION 47
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 newcatalog.
What are two advantages of creating a new service catalog instead of using an existing one?
- A. allows use of a simpler hierarchy
- B. requires less work and effort
- C. allows you to use the same product hierarchy as sales
- D. allows the display of a product hierarchy specifically for service purposes
Answer: B,C
NEW QUESTION 48
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 userself-registration in your DCS application?
- A. Configure your self-registrations so that they are automatically approved.
- B. Disable the anonymous access option in your DCS application.
- C. Configure the self-registrations to restrict registration to only existing Contacts.
- D. Enable the self-registration steps in the"Manage Digital Customer Service Registration Profile Options" task.
Answer: A,B,C
NEW QUESTION 49
Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Whichoption allows the customer to address the problem, so that all users can get articles in their native language?
- A. Modify the original base locales of the articles to match the target language.
- B. Enable new locales for the languages to be used and provision designated users to translate the articles.
- C. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
- D. Deploy the Auto-Translate option on existing articles andturn on the "auto-Translate new articles" feature.
Answer: B
NEW QUESTION 50
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. 2,4,3,1
- C. 1,2,3,4
- D. 3,2,4,1
Answer: C
NEW QUESTION 51
Which statement is correct when describing the process of adding assignment rules from Service Setup?
- A. 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.
- B. 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 conditionsand actions, save and close.
- C. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save andpublish.
- D. 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.
Answer: B
NEW QUESTION 52
Identify the sequence of steps you must follow to disable the Service Communication channels.
- A. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.
- B. Navigate to Setup and maintenance > Selectthe Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
- C. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.
- D. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
- E. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".
Answer: C
NEW QUESTION 53
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