Oracle 1z0-1064 Tutorials 2021

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

Answer: ABCD

NEW QUESTION 2
Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

• A. Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.
• B. Articles are available to users only after the application updates the knowledge base search inde
• C. This happens at regular intervals and there might be some elapsed time before the search index is updated.
• D. There is a configuration failure in the publishing tas
• E. A user provisioned as “Knowledge Manager” must ensure that the “automatic refresh for articles” option is set to “Yes” from the “Manage Administrator Profile Values” task.
• F. Users that want to see immediate updates to articles must have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.

Answer: B

NEW QUESTION 3
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. Modify the original base locales of the articles to match the target language.
• B. Deploy the Auto-Translate option on existing articles and turn on the “auto-Translate new articles” feature.
• C. Enable new locales for the languages to be used and provision designated users to translate the articles.
• D. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.

Answer: C

NEW QUESTION 4
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 User Group selected for authoring articles has been set to ‘External”.
• B. The Base Locale for the articles has not been enabled in the correct language.
• C. Users have not been given the “Knowledge Analyst” role.
• D. The “Show article snippet in search and recommend” option has not been selected in the task “Manage Administrator Profile Values”.

Answer: C

NEW QUESTION 5
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 6
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

• A. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
• B. Milestones are actions on a service request (SR) that must be completed by a specific time.
• C. Milestones can be one of four default types: ‘First Response’, ‘Second Response’, ‘Final Action’, and ‘Resolution’.
• D. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
• E. Milestones are commitments to handle SRs within certain timelines.

Answer: ACD

NEW QUESTION 7
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 > Select the 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 8
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 9
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. Map a Visual Builder Cloud Service business object to the object API.
• D. Assign the new business object to a page.

Answer: BC

NEW QUESTION 10
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. Time Period
• B. Duration
• C. Available
• D. Interval
• E. Start/Stop

Answer: B

NEW QUESTION 11
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

• A. You can modify the workflow to update field values within the SR object.
• B. You can generate tasks for the SR object from the workflow.
• C. You must make the changes using the Page Composer tool.
• D. You will be required to code any new workflow actions in Groovy.
• E. You can send an e-mail notification to specified recipients.
• F. You can define the workflow to run when certain fields of the SR object are changed.

Answer: ABEF

NEW QUESTION 12
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 “delete activities” role from all the users who have this role.
• C. Remove the “delete activities” privilege from all the roles for users who have this access.
• D. Remove the users of the roles who have the “delete activities” access.

Answer: D

NEW QUESTION 13
Which two statements are true regarding the Audit History tab of a Service Request?

• A. It is enabled by default.
• B. It is available only to authorized administrators.
• C. It is searchable by date range, username, event type, event severity, and event duration.
• D. It is exportable to Excel.
• E. It allows users to save searches for later reuse.

Answer: AE

NEW QUESTION 14
Which two are true characteristics about the lifecycle of a service request?

• A. If required, users can manually set the “Closed” status for a service request.
• B. Users can reopen a service request when the status is set to “Closed”.
• C. Users can reopen a service request when the status is set to “Resolved”.
• D. “Closed” status is set by an automatic job after a specified number of days.
• E. “Customer working” is one of the five seeded status types.

Answer: CD

NEW QUESTION 15
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

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

Answer: BC

NEW QUESTION 16
Your customer has three service request child categories under the top-level service request category “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 Child categories, search for the “Accounts” category and deselect the “Active” Column.
• B. 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.
• C. 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.
• 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: B

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
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 19
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 20
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 21
Digital Customer Service application configuration settings in json.cfg include which four options?

• A. Default communication preferences
• B. Knowledge management language locales
• C. Default chat channel preferences
• D. Service request links
• E. Knowledge management article links
• F. Product and category filtering
• G. Default notification preferences
• H. Default timezone

Answer: BDEF

NEW QUESTION 22
......