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NEW QUESTION # 41
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
- A. Grant the agent Administrator permissions to add new search filters.
- B. Add fields from the advanced search functionality.
- C. Create a new search through the application composer.
- D. Create several personalized searches and create them to each other.
Answer: C
NEW QUESTION # 42
What should you do to enable Password Reset in Digital Customer Service (DCS)?
- A. Add the Password Reset component to your DCS application.
- B. Enable the "Password Reset" option in the User Administration component.
- C. Instruct users that they can only change their password by chatting with an agent.
- D. Obtain the Change Password Link and add it to your DCS page.
Answer: D
NEW QUESTION # 43
Which three types of data are included in the interaction associated with a normal call flow?
- A. Agent name
- B. Channel
- C. Service Request create date
- D. Start time of the call
- E. Contact name
Answer: A,C,E
NEW QUESTION # 44
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 "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
- B. The User Group selected for authoring articles has been set to 'External".
- C. The Base Locale for the articles has not been enabled in the correct language.
- D. Users have not been given the "Knowledge Analyst" role.
Answer: D
NEW QUESTION # 45
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?
- A. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
- B. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
- C. 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.
- D. 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.
- E. Shared Across the 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.
Answer: B,C,E
NEW QUESTION # 46
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. Verify that Root Catalog is selected on the product groups.
- B. Validate that the product item is active and published.
- C. Verify that Eligible for Service is selected on the product item.
- D. Validate that Allow Duplicate is selected on the product item.
Answer: B
NEW QUESTION # 47
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. The team members don't have the Email Administrator Role provisioned.
- D. The team members have not established the e-mail feature on the Offerings page.
Answer: D
NEW QUESTION # 48
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 > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
- B. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
- C. Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects
- D. Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
Answer: A
NEW QUESTION # 49
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. Specify the warning threshold for the milestone in the standard coverages.
- C. Create standard text to be posted to the message thread.
- D. Configure an object workflow action to send the email when the milestone status changes to warning.
- E. Add an extension column to the milestone object to hold the warning threshold value.
- F. Configure the email template to be used for notification.
Answer: A,B,F
NEW QUESTION # 50
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.
- A. Milestones are actions on a service request (SR) that must be completed by a specific time.
- B. Milestones are commitments to handle SRs within certain timelines.
- C. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
- D. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
- E. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.
Answer: C,D,E
NEW QUESTION # 51
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 # 52
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 images as the product image will not be pulled from Engagement Cloud.
- D. Add product ID(s) to the database component.
Answer: A,B,D
NEW QUESTION # 53
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. Multiple users cannot use your sandbox at the same time.
- B. Your changes are isolated and do not impact other users' configuration environments or the production environment.
- C. 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.
- D. You can set a second sandbox as Active at the same time in order to begin working on another new object.
Answer: B,C
NEW QUESTION # 54
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. Delete a Service Request.
- C. Create a Service Request.
- D. Add a message to a Service Request.
- E. Chat with an Agent about a Service Request.
Answer: A,B,C,E
NEW QUESTION # 55
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. The signed-in user does not have the appropriate access privileges to a toolbar.
- B. The only toolbar enabled is the default one, and you must configure at least two.
- C. You entered a toolbar height that is not more than 70 pixels.
- D. You have not enabled the Computer Telephony Integration (CTI) service.
- E. You did not enable the vertical toolbar which is required, while the horizontal is optional.
Answer: D,E
NEW QUESTION # 56
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 incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
- B. You can download large volumes of SR data from the Analytics interface.
- C. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
- D. You must retrieve large volumes of data through a REST API endpoint.
Answer: B,C
NEW QUESTION # 57
Which two options are true about role synchronization for Digital Customer Service (DCS)?
- A. is real time
- B. also synchronizes userIDs and passwords between DCS and Engagement Cloud
- C. is required for every DCS instance
- D. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
Answer: A,C
NEW QUESTION # 58
Digital Customer Service application configuration settings in json.cfg include which four options?
- A. Service request links
- B. Default chat channel preferences
- C. Product and category filtering
- D. Knowledge management language locales
- E. Default timezone
- F. Default notification preferences
- G. Default communication preferences
- H. Knowledge management article links
Answer: A,C,D,H
NEW QUESTION # 59
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. Available
- C. Interval
- D. Start/Stop
- E. Duration
Answer: E
NEW QUESTION # 60
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. Choose all optional result columns.
- B. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
- C. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by 7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
- D. Do not choose any optional criteria columns.
Answer: B,C,D
NEW QUESTION # 61
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 is enabled by default.
- C. It is exportable to Excel.
- D. It allows users to save searches for later reuse.
- E. It is available only to authorized administrators.
Answer: B,D
NEW QUESTION # 62
Select three correct limits and restrictions when importing data from a file.
- A. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
- B. By default, the import starts immediately after it is activated.
- C. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
- D. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
- E. Both create and update operations are available for imported records.
Answer: B,D,E
NEW QUESTION # 63
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