Oracle 1Z0-1064-20 Online Practice Questions and Exam Preparation

Oracle 1Z0-1064-20 Online Questions & Answers

• Question 1:

  Your customer has informed you about a possible errorin 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, losingtime and being ineffective.

  What is causing the problem?

  A. 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.
  B. 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 alsoavailable.
  C. 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.
  D. 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. 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.

• Question 2:

  Select three correct limits and restrictions when importing data from a file.

  A. Both create and update operations are available for imported records.
  B. By default, the import starts immediately after itis activated.
  C. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
  D. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
  E. If the valuesin the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
  A. Both create and update operations are available for imported records.
  B. By default, the import starts immediately after itis activated.
  C. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.

• Question 3:

  You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.

  Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

  A. Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
  B. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.
  C. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browserpage or not.
  D. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
  C. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browserpage or not.

• Question 4:

  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.
  D. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.

• Question 5:

  Which four actions does the REST API for Service Requests (SRs) allow?

  A. Update SR milestone
  B. Create SR
  C. Update SR assignee
  D. Delete SR by SR number
  E. Delete SR by SR title
  A. Update SR milestone
  B. Create SR
  C. Update SR assignee
  D. Delete SR by SR number

• Question 6:

  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
  B. Knowledge management language locales
  D. Service request links
  E. Knowledge management article links
  F. Product and category filtering

• Question 7:

  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.
  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

• Question 8:

  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.
  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.
  E. Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.

• Question 9:

  Which two options are true about role synchronization for Digital Customer Service (DCS)?

  A. is required for every DCS instance
  B. also synchronizes userIDs and passwords between DCS and Engagement Cloud
  C. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
  D. is real time
  A. is required for every DCS instance
  D. is real time

• Question 10:

  Oracle Engagement Cloud provides tools to add or modify which six types of entities?

  A. Icons
  B. Themes
  C. Object workflow
  D. Exports
  E. Reports
  F. Fields
  G. Objects
  H. Roles and privileges
  D. Exports
  E. Reports
  F. Fields
  G. Objects