Pass Guaranteed Quiz 2021 Realistic Verified Free 1Z0-1064-20 Exam Dumps
Free Oracle Engagement Cloud Service 1Z0-1064-20 Ultimate Study Guide (Updated 78 Questions)
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NEW QUESTION 31
Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2.
Which two steps do you have to follow to limit the channel capacity as required?
- A. In the Work Assignments section, modify the default value in the Capacity field to a new value.
- B. Modify the default values in the Capacity fields for the channels.
- C. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
- D. Select the Manage Capacities task.
Answer: B,C
NEW QUESTION 32
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?
- A. Specify the warning threshold for the milestone in the standard coverages.
- B. Add an extension column to the milestone object to hold the warning threshold value.
- C. Configure an object workflow action to send the email when the milestone status changes to warning.
- D. Configure an analytics report showing milestones in warning status.
- E. Create standard text to be posted to the message thread.
- F. Configure the email template to be used for notification.
Answer: A,D,F
NEW QUESTION 33
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasons for this behavior?
- A. You have not enabled the Computer Telephony Integration (CTI) service.
- B. The signed-in user does not have the appropriate access privileges to a toolbar.
- C. You entered a toolbar height that is not more than 70 pixels.
- D. The only toolbar enabled is the default one, and you must configure at least two.
- E. You did not enable the vertical toolbar which is required, while the horizontal is optional.
Answer: A,E
NEW QUESTION 34
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 users of the roles who have the "delete activities" access.
- C. Remove the "delete activities" role from all the users who have this role.
- D. Remove the "delete activities" privilege from all the roles for users who have this access.
Answer: B
NEW QUESTION 35
To create a new Survey object, you create a sandbox and set it as active.
Which two statements are correct while creating your Survey object in Application Composer?
- A. Your changes are isolated and do not impact other users' configuration environments or the production environment.
- B. You can set a second sandbox as Active at the same time in order to begin working on another new object.
- C. Multiple users cannot use your sandbox at the same time.
- D. Your changes won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.
Answer: A,D
NEW QUESTION 36
Which two options are true about reporting on milestones?
- A. No standard reports on milestones are provided.
- B. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
- C. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
- D. Administrator-defined milestone data is not included in Analytics.
Answer: B,D
NEW QUESTION 37
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
- A. The Starts When criteria of the milestones is not True.
- B. The scheduled process has not been set up.
- C. No default coverages are set up.
- D. Entitlement rules are not valid for the service request.
Answer: A,B,C
NEW QUESTION 38
In which three situations can default coverage be applied?
- A. to a specific customer account
- B. globally, to all service requests that do not have any other coverage
- C. for a specific period of time
- D. for a specific SR status
- E. for a specific SR category
Answer: B,C,E
NEW QUESTION 39
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, Add Channel Type = Web.
- B. In Advanced Search, save and select the "Set as Default" box.
- C. Click the Show Advanced Search icon.
- D. Change the section identified with Status = New
- E. In Advanced Search, confirm Record Set = Assigned to Me.
- F. In Advanced Search, select Action > Update.
Answer: A,B,C,D,E
NEW QUESTION 40
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. Disable the anonymous access option in your DCS application.
- B. Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" task.
- C. Configure your self-registrations so that they are automatically approved.
- D. Configure the self-registrations to restrict registration to only existing Contacts.
Answer: A,C,D
NEW QUESTION 41
Digital Customer Service application configuration settings in json.cfg include which four options?
- A. Product and category filtering
- B. Default communication preferences
- C. Default chat channel preferences
- D. Default timezone
- E. Service request links
- F. Knowledge management article links
- G. Knowledge management language locales
- H. Default notification preferences
Answer: A,E,F,G
NEW QUESTION 42
Which four statements are correct about hotkeys for Action Commands?
- A. They have default values.
- B. They allow a user to copy a service request.
- C. They allow a user to escalate a service request.
- D. They allow a user to forward a service request.
- E. They can be assigned to a custom action script.
- F. They can all be modified.
Answer: A,C,D,F
NEW QUESTION 43
What three things should you do once you have established a global default coverage?
- A. Create an ESS job to Aggregate Service Requests.
- B. Use Application Composer to include milestones on the Service Request Layout if desired.
- C. Create an ESS job to Monitor Service Request Milestones.
- D. Use Application Composer to configure warning emails about milestone compliance events.
Answer: A,B,C
NEW QUESTION 44
Which four actions does the REST API for Service Requests (SRs) allow?
- A. Update SR assignee
- B. Delete SR by SR number
- C. Delete SR by SR title
- D. Create SR
- E. Update SR milestone
Answer: A,B,D,E
NEW QUESTION 45
Which two steps are needed to create a new business object in Digital Customer Service?
- A. Assign the new business object to a page.
- B. Assign object access roles to an administrative user.
- C. Assign the new business object to a new component.
- D. Map a Visual Builder Cloud Service business object to the object API.
Answer: B,D
NEW QUESTION 46
Which two statements are true regarding the Audit History tab of a Service Request?
- A. It is searchable by date range, username, event type, event severity, and event duration.
- B. It allows users to save searches for later reuse.
- C. It is enabled by default.
- D. It is available only to authorized administrators.
- E. It is exportable to Excel.
Answer: B,C
NEW QUESTION 47
Select three correct limits and restrictions when importing data from a file.
- A. Both create and update operations are available for imported records.
- B. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
- C. By default, the import starts immediately after it is activated.
- D. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
- E. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
Answer: A,C,D
NEW QUESTION 48
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
- A. Configure products groups and product items in Engagement Cloud.
- B. Add the Product object to your DCS application.
- C. Add product ID(s) to the database component.
- D. Add images as the product image will not be pulled from Engagement Cloud.
Answer: A,B,C
NEW QUESTION 49
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. Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
- B. Rules follow a priority order. 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.
- C. Rules do not follow an order. 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.
- D. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
Answer: D
NEW QUESTION 50
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 batch job for recommendations has not been executed.
- B. The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
- C. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
- D. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
- E. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
Answer: B
NEW QUESTION 51
Your customer wants to have a vertical Media Toolbar instead of the Horizontal one.
Which statement is true?
- A. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
- B. The Vertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
- C. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
- D. The only Vertical Toolbar that you can enable is the Notifications Toolbar.
Answer: A
NEW QUESTION 52
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 send an e-mail notification to specified recipients.
- C. You can generate tasks for the SR object from the workflow.
- D. You can modify the workflow to update field values within the SR object.
- E. You can define the workflow to run when certain fields of the SR object are changed.
- F. You will be required to code any new workflow actions in Groovy.
Answer: B,C,D,E
NEW QUESTION 53
Which three statements are true about building Digital Customer Service (DCS) applications?
- A. DCS application can be embedded in other sites.
- B. Only one version of a DCS application can be active in production at any time.
- C. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
- D. Many DCS applications can be active in production at the same time.
Answer: A,B,C
NEW QUESTION 54
You are creating or editing a SmartText entry. Which four options can you insert into the entry?
- A. Other SmartText entries
- B. Text
- C. Variables
- D. Tables
- E. URLs
- F. Images
Answer: A,B,C,D
NEW QUESTION 55
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. 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.
- B. 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.
- C. 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.
- D. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
Answer: B
NEW QUESTION 56
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