Oracle 1Z0-1064-22 Online Practice Questions and Exam Preparation

Oracle 1Z0-1064-22 Online Questions & Answers

• Question 31:

  Yourcustomer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.

  Which four steps are required to define this new category?

  A. Select Create Category > Create Top-Level Category.
  B. Check the Active flag.
  C. Select the task Manage Service Request Categories.
  D. Select Status = "Active".
  E. Select Service Catalog in Functional Areas.
  F. Select Create Category > Create Child Category.
  G. Complete Category Name.
  A. Select Create Category > Create Top-Level Category.
  C. Select the task Manage Service Request Categories.
  D. Select Status = "Active".
  F. Select Create Category > Create Child Category.

• Question 32:

  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
  D. a feature that displays a detailed caller profile based on your customer's country when you answer your phone

• Question 33:

  Your client has noticed that inbound emails from customers are not creating or updatingservice requests.

  Which step should they perform to automate it?

  A. Adjust the inbound message filters.
  B. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
  C. Adjust permissions on all customer's profiles.
  D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
  B. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.

• Question 34:

  Which two are required to publish a completed Digital Customer Service (DCS) application?

  A. a single "publish" action to complete the task
  B. nothing (DCS applications are always available to all users.)
  C. moving the application to Staging and subsequently to Production status
  D. system administrator approval
  B. nothing (DCS applications are always available to all users.)
  C. moving the application to Staging and subsequently to Production status

• Question 35:

  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.
  A. Administrator-defined milestone data is not included in Analytics.
  D. An as-delivered SLA Infolet shows near-overdue and overdue milestones.

• Question 36:

  Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

  A. It does not require matching passwords between Engagement Cloud and DCS.
  B. It is configured exclusively via the Engagement Cloud Security Console.
  C. It enablesanonymous users to search the DCS knowledge base.
  D. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
  B. It is configured exclusively via the Engagement Cloud Security Console.
  C. It enablesanonymous users to search the DCS knowledge base.

• Question 37:

  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, Status
  B. Title
  C. Title, Category, Severity, Status
  D. Title, Status, Problem Description
  E. Title, Category, Severity
  C. Title, Category, Severity, Status

• Question 38:

  Which three statements are true about building Digital Customer Service (DCS)applications?

  A. Many DCS applications can be active in production at the same time.
  B. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
  C. Only one version of a DCS application can be active in production at any time.
  D. DCS application can be embedded in other sites.
  B. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
  C. Only one version of a DCS application can be active in production at any time.
  D. DCS application can be embedded in other sites.

• Question 39:

  Identify two correctstatements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.

  A. VBCS is a visual development tool for creating applications in DCS.
  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. DCS is a visual development tool for creating applications in VBCS.
  A. VBCS is a visual development tool for creating applications in DCS.
  C. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.

• Question 40:

  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. The hierarchical structure of the categories helps to improve the service request classification.
  B. Categories determine the steps an agent must follow to close the service request.
  C. Categories facilitate the assignment of an agent to the service request.
  D. Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.
  E. Filter the selection of the product related to the service request, when filtering by a particular category.
  A. The hierarchical structure of the categories helps to improve the service request classification.
  C. Categories facilitate the assignment of an agent to the service request.
  D. Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.