Use Real 1Z0-1064-21 Dumps - Oracle Correct Answers updated on 2022
B2B Service 1Z0-1064-21 Exam Practice Dumps
NEW QUESTION 21
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 22
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 23
Your customer has informed you about a possible errorin 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, losingtime 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 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.
- C. 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.
- D. 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 alsoavailable.
Answer: C
NEW QUESTION 24
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 25
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 26
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 27
If you did not use the Reference Implementationtemplate for your Digital Customer Service (DCS) application, you will _________.
- A. be required tomap roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
- B. have to contact Oracle Support for the permission to deploy your custom DCS application
- C. not be able to preview your application before you publish it
- D. be required to create all of your own components for the display of Engagement Cloud objects
Answer: D
NEW QUESTION 28
Your client has noticed that inbound emails from customers are not creating or updatingservice requests.
Which step should they perform to automate it?
- A. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
- B. Adjust permissions on all customer's profiles.
- C. Adjust the inbound message filters.
- D. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
Answer: D
NEW QUESTION 29
Yourcustomer 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. Select Service Catalog in Functional Areas.
- C. Check the Active flag.
- D. Select Status = "Active".
- E. Select Create Category > Create Child Category.
- F. Select the task Manage Service Request Categories.
- G. Complete Category Name.
Answer: A,D,E,F
NEW QUESTION 30
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not beingreceived.
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. Incoming messages have a custom filter.
- C. The configured frequency to retrieve emails is too long.
- D. Incorrect configuration of the inbound profile option:
SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
Answer: B
NEW QUESTION 31
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 32
Which two options are true about reporting on milestones?
- A. No standard reports onmilestones are provided.
- B. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
- C. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
- D. Administrator-defined milestone data is not included in Analytics.
Answer: C,D
NEW QUESTION 33
Which three statements are true?
- A. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.
- B. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
- C. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
- D. Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.
Answer: A,B,C
NEW QUESTION 34
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?
- A. It is configured exclusively via the Engagement Cloud Security Console.
- B. It does not require matching passwords between Engagement Cloud and DCS.
- C. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
- D. It enablesanonymous users to search the DCS knowledge base.
Answer: A,D
NEW QUESTION 35
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 36
Select the correct procedure to enable the Audit History tab for Service Requests.
- A. Sign in to Engagement Cloud as anadministrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
- B. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under
"Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the"Filters" tab, choose an available field, add the desired filter, and add the filter to the
"Active Filters" list.Save the configuration. - C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top ofthe page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
- D. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
Answer: D
NEW QUESTION 37
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 38
You need to extract all service Request (SR) data from your Engagement Cloud site fromthe last 12 months.
Identify two valid approaches to get this large volume of data.
- A. You must retrieve large volumes of data through a REST API endpoint.
- B. You can download large volumes of SR data from theAnalytics interface.
- C. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
- D. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
Answer: B,D
NEW QUESTION 39
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?
- A. Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.
- B. Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.
- C. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
- D. Shared Acrossthe Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
- E. In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
Answer: A,D,E
NEW QUESTION 40
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 41
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 42
Your customer is asking for amodification 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 Categories
- B. Manage Service Request Resolutions
- C. Manage Service Request Products
- D. Manage Service Request Severities
- E. Manage Service Request Queue
- F. Manage Service Request Status Values
Answer: A,C,E,F
NEW QUESTION 43
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 44
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