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1Z0-1064 Oracle Engagement Cloud 2019 Implementations Essentials

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Oracle · 1Z0-1064

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Question 1

Multiple choice

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
Notes
C
Contacts
D
Social network
E
Service requests

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Correct answersA, D, E

Question 2

Single choice

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 articlesare updated.
B
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.
C
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.
D
Users that want to see immediate updates to articlesmust 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.

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Correct answerB

Question 3

Single choice

Your customer wants to have a vertical MediaToolbar instead of the Horizontal one.

Which statement is true?

A
The only Vertical Toolbar that you can enable is the Notifications Toolbar.
B
The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
C
TheVertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
D
You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.

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Correct answerD

Question 4

Multiple choice

Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A
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.
B
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.
C
Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
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 contextcan be used together to
recommend the best Knowledge Articles to an agent.

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Correct answersA, B, E

Question 5

Multiple choice

Which four statements are correct about hotkeys for Action Commands?

A
They allow a user to escalate a service request.
B
They have default values.
C
They can all be modified.
D
They allow a user to forward a service request.
E
They can be assigned to a custom action script.
F
They allow a user to copy a service request.

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Correct answersA, B, C, D

Question 6

Multiple choice

Which two options are true about reporting on milestones?

A
Administrator-defined milestone data is not included in Analytics.
B
No standard reports onmilestones are provided.
C
Milestone reporting is performed via the CRM Service Request Real-Time subject area.
D
An as-delivered SLA Infolet shows near-overdue and overdue milestones.

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Correct answersA, D

Question 7

Multiple choice

Which three statements are true?

A
Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
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
Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
D
Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.

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Correct answersA, C, D

Question 8

Multiple choice

You are creating orediting 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

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Correct answersB, D, E, F

Question 9

Single choice

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
An error will occur; no queue is assigned to the service request.
B
The queue defined in the first evaluated rule is always assigned to the service request.
C
The queue defined by default is the one assigned to the servicerequest.
D
The service request assignment will be unpredictable.

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Correct answerB

Question 10

Single choice

What should you do to enable Password Reset in Digital Customer Service (DCS)?

A
Add the Password Reset component to your DCS application.
B
Instruct users that they can only change their password by chatting with an agent.
C
Enablethe "Password Reset" option in the User Administration component.
D
Obtain the Change Password Link and add it to your DCS page.

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Correct answerD

Question 11

Multiple choice

Which two actions can you takewhen using Application Composer to create a new Trouble Ticket object?

A
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.
B
You can create a trigger on the Trouble Ticket object usingthe Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
C
You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
D
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.

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Correct answersB, C

Question 12

Multiple choice

In which three situations can default coverage be applied?

A
globally, to all service requests that do not have any other coverage
B
for a specific SR category
C
for a specificSR status
D
for a specific period of time
E
to a specific customer account

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Correct answersA, B, D

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