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Oracle Actual Free Exam Questions And Answers
Oracle 1z0-1064-22 Exam Syllabus Topics:
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NEW QUESTION 20
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?
- A. 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.
- B. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
- C. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
- D. 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.
- 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: C,D,E
NEW QUESTION 21
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 won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.
- B. Your changes are isolated and do not impact other users' configuration environments or the production environment.
- C. You can set a second sandbox as Active at the same time in order to begin working on another new object.
- D. Multiple users cannot use your sandbox at the same time.
Answer: A,B
NEW QUESTION 22
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. Click the Show Advanced Search icon.
- B. In Advanced Search, select Action > Update.
- C. In Advanced Search, confirm Record Set = Assigned to Me.
- D. In Advanced Search, Add Channel Type = Web.
- E. Change the section identified with Status = New
- F. In Advanced Search, save and select the "Set as Default" box.
Answer: A,C,D,E,F
NEW QUESTION 23
Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?
- A. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
- B. Adjust permissions on all customer's profiles.
- C. Adjust the inbound message filters.
- D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
Answer: A
NEW QUESTION 24
Which statement is correct when describing the process of adding assignment rules from Service Setup?
- A. 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.
- 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 conditions and actions, save and close.
- C. 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.
- D. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
Answer: B
NEW QUESTION 25
What is the main function of the Data Security Policies?
- A. defines the views or functionalities the user can access
- B. defines the views the application can access
- C. defines the actions a particular user can do
- D. defines the privileges and roles a particular user can have
- E. defines the data a particular user can see and/or modify
Answer: A
NEW QUESTION 26
Your customer has three service request child categories under the top-level service request category "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 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 "Silver Accounts" child category and deselect the "Active" Column.
- D. In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the "Accounts" category and deselect the "Active" Column.
Answer: B
NEW QUESTION 27
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
- A. Create several personalized searches and create them to each other.
- B. Add fields from the advanced search functionality.
- C. Create a new search through the application composer.
- D. Grant the agent Administrator permissions to add new search filters.
Answer: C
NEW QUESTION 28
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, Category, Severity, Status
- B. Title
- C. Title, Status, Problem Description
- D. Title, Status
- E. Title, Category, Severity
Answer: A
NEW QUESTION 29
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. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
- C. Enable new locales for the languages to be used and provision designated users to translate the articles.
- D. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.
Answer: C
NEW QUESTION 30
In which three situations can default coverage be applied?
- A. for a specific SR status
- B. globally, to all service requests that do not have any other coverage
- C. for a specific SR category
- D. for a specific period of time
- E. to a specific customer account
Answer: B,C,D
NEW QUESTION 31
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. Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" task.
- B. Configure your self-registrations so that they are automatically approved.
- C. Disable the anonymous access option in your DCS application.
- D. Configure the self-registrations to restrict registration to only existing Contacts.
Answer: B,C,D
NEW QUESTION 32
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 new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?
- A. allows you to use the same product hierarchy as sales
- B. requires less work and effort
- C. allows the display of a product hierarchy specifically for service purposes
- D. allows use of a simpler hierarchy
Answer: A,B
NEW QUESTION 33
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 available only to authorized administrators.
- C. It is enabled by default.
- D. It allows users to save searches for later reuse.
- E. It is exportable to Excel.
Answer: C,D
NEW QUESTION 34
Which three statements are true?
- A. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.
- B. 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.
- C. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
- D. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
Answer: A,C,D
NEW QUESTION 35
Which three types of data are included in the interaction associated with a normal call flow?
- A. Channel
- B. Contact name
- C. Agent name
- D. Start time of the call
- E. Service Request create date
Answer: B,C,E
NEW QUESTION 36
Which two are true characteristics about the lifecycle of a service request?
- A. Users can reopen a service request when the status is set to "Closed".
- B. Users can reopen a service request when the status is set to "Resolved".
- C. If required, users can manually set the "Closed" status for a service request.
- 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: B,D
NEW QUESTION 37
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. 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.
- B. 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.
- C. 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.
- D. 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.
Answer: A
NEW QUESTION 38
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 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
- B. Do not choose any optional criteria columns.
- C. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
- D. Choose all optional result columns.
Answer: A,B,C
NEW QUESTION 39
Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.
- A. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
- B. The hierarchical structure of the categories helps to improve the service request classification.
- C. Categories determine the steps an agent must follow to close the service request.
- D. Categories facilitate the assignment of an agent to the service request.
- E. Filter the selection of the product related to the service request, when filtering by a particular category.
Answer: A,B,D
NEW QUESTION 40
Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Calendar = 9AM to 5 PM, Monday - Friday, US EST
Resolution Metric = 2880
Resolution Warning Threshold 120
First Response Metric = 360
First Response Warning Threshold
- A. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
- B. Resolution is due on Saturday, 2 PM EST.
- C. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
- D. First Response is due on Friday, 12 noon EST.
Answer: C,D
NEW QUESTION 41
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
- A. No default coverages are set up.
- B. The scheduled process has not been set up.
- C. Entitlement rules are not valid for the service request.
- D. The Starts When criteria of the milestones is not True.
Answer: A,B,D
NEW QUESTION 42
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?
- A. It enables anonymous users to search the DCS knowledge base.
- B. It is configured exclusively via the Engagement Cloud Security Console.
- C. It does not require matching passwords between Engagement Cloud and DCS.
- 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: A,B
NEW QUESTION 43
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 create all of your own components for the display of Engagement Cloud objects
- D. be required to map roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
Answer: C
NEW QUESTION 44
What three things should you do once you have established a global default coverage?
- A. Use Application Composer to configure warning emails about milestone compliance events.
- B. Create an ESS job to Monitor Service Request Milestones.
- C. Use Application Composer to include milestones on the Service Request Layout if desired.
- D. Create an ESS job to Aggregate Service Requests.
Answer: B,C,D
NEW QUESTION 45
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