Oracle 1z0-1064-22 Study Guide Archives Updated on Feb 07, 2023
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NEW QUESTION 15
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 must retrieve large volumes of data through a REST API endpoint.
- 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 download large volumes of SR data from the Analytics interface.
Answer: A,D
NEW QUESTION 16
Which four actions does the REST API for Service Requests (SRs) allow?
- A. Update SR milestone
- B. Update SR assignee
- C. Delete SR by SR title
- D. Create SR
- E. Delete SR by SR number
Answer: A,B,D,E
NEW QUESTION 17
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 "Silver Accounts" Category and expand it, click the "Inactive" button.
- B. 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.
- C. In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the "Accounts" category and deselect the "Active" Column.
- D. 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.
Answer: A
NEW QUESTION 18
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 determine the steps an agent must follow to close the service request.
- B. The hierarchical structure of the categories helps to improve the service request classification.
- C. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
- D. Filter the selection of the product related to the service request, when filtering by a particular category.
- E. Categories facilitate the assignment of an agent to the service request.
Answer: B,C,E
NEW QUESTION 19
Which statement is correct when describing the process of adding assignment rules from Service Setup?
- A. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
- B. 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.
- C. 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.
- D. 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.
Answer: C
NEW QUESTION 20
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 by 7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
Answer: A,B,D
NEW QUESTION 21
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?
- A. You can generate tasks for the SR object from the workflow.
- B. You must make the changes using the Page Composer tool.
- C. You can define the workflow to run when certain fields of the SR object are changed.
- D. You will be required to code any new workflow actions in Groovy.
- E. You can modify the workflow to update field values within the SR object.
- F. You can send an e-mail notification to specified recipients.
Answer: A,C,E,F
NEW QUESTION 22
Your customer has noticed that emails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?
- A. a configured job to process inbound emails
- B. an inbound message filter per sender
- C. an inbound message filter per time schedule
- D. a configured profile option to schedule the retrieval of emails
Answer: C
NEW QUESTION 23
Which three statements are true about building Digital Customer Service (DCS) applications?
- A. DCS application can be embedded in other sites.
- B. Many DCS applications can be active in production at the same time.
- C. Only one version of a DCS application can be active in production at any time.
- D. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
Answer: A,C,D
NEW QUESTION 24
Which two are required to publish a completed Digital Customer Service (DCS) application?
- A. nothing (DCS applications are always available to all users.)
- B. a single "publish" action to complete the task
- C. moving the application to Staging and subsequently to Production status
- D. system administrator approval
Answer: A,C
NEW QUESTION 25
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. Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.
- B. 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.
- C. 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.
- D. There is a configuration failure in the publishing task. 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.
Answer: A
NEW QUESTION 26
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. 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.
- B. 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.
- C. 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.
- 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: B
NEW QUESTION 27
A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.
- A. Sales opportunities
- B. Contacts
- C. Notes
- D. Social network
- E. Service requests
Answer: A,D,E
NEW QUESTION 28
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. "Customer working" is one of the five seeded status types.
- 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. Users can reopen a service request when the status is set to "Closed".
Answer: C,D
NEW QUESTION 29
In which three situations can default coverage be applied?
- A. for a specific SR status
- B. for a specific period of time
- C. globally, to all service requests that do not have any other coverage
- D. to a specific customer account
- E. for a specific SR category
Answer: B,C,E
NEW QUESTION 30
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
- A. DCS is a visual development tool for creating applications in VBCS.
- B. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
- C. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
- D. VBCS is a visual development tool for creating applications in DCS.
Answer: C,D
NEW QUESTION 31
Which two options are true about reporting on milestones?
- A. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
- B. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
- C. Administrator-defined milestone data is not included in Analytics.
- D. No standard reports on milestones are provided.
Answer: A,C
NEW QUESTION 32
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. 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.
- 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. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
Answer: B,C,E
NEW QUESTION 33
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?
- A. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
- B. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
- C. You can create a trigger on the Trouble Ticket object using the Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
- D. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
Answer: A,C
NEW QUESTION 34
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. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.
- B. Enable new locales for the languages to be used and provision designated users to translate the articles.
- C. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
- D. Modify the original base locales of the articles to match the target language.
Answer: B
NEW QUESTION 35
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?
- A. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
- B. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
- C. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
- D. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".
- E. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
- F. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".
Answer: E
NEW QUESTION 36
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Practice Material for 1z0-1064-22 Exam Question Preparation: https://drive.google.com/open?id=14HqjEJHirEuibgZfQmYrw7Jw_wWdzk_b