Which option describes the automated page presentation for incoming calls?
A. a feature that displays a caller-appropriate application page based on your customer's native language when you answeryour phone
B. 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
C. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
D. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasonsfor this behavior?
A. You have not enabled the Computer Telephony Integration (CTI) service.
B. The only toolbar enabled is the default one, and you must configure at least two.
C. You did not enable the vertical toolbar which is required, while the horizontal is optional.
D. The signed-in user does not have the appropriate access privileges to a toolbar.
E. You entered a toolbar height that is not more than 70 pixels.
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is somestandard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081)
Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: nnn- [email protected]. {# #SR0000003056# #}"
Which statement is true?
A. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
B. You have to edit the e-mail template and add HTML code to customize the standard text section.
C. You can eliminate part of the standard message, butcannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
D. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not beingreceived.
What is the problem?
A. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
B. The configured frequency to retrieve emails is too long.
C. Incoming messages have a custom filter.
D. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
If you did not use the Reference Implementationtemplate 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 tomap roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
D. be required to create all of your own components for the display of Engagement Cloud objects
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.
Your customer is asking for amodification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?
A. Manage Service Request Products
B. Manage Service Request Status Values
C. Manage Service Request Categories
D. Manage Service Request Severities
E. Manage Service Request Queue
F. Manage Service Request Resolutions
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
A. Add images as the productimage will not be pulled from Engagement Cloud.
B. Add the Product object to your DCS application.
C. Add product ID(s) to the database component.
D. Configure products groups and product items in Engagement Cloud.
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.
Identify three considerations before starting the configuration of assignment rules to service requests.
A. the attributes of queues to use as criteria for your rule assignments
B. the candidates of service requests to use as criteria for your rule assignments
C. the candidates of queues to use as criteria for your rule assignments
D. the attributes of service requests to use as criteria for your rule assignments
E. the rule sets you want to create and the rules to include in each rule set
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