Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?
A. In Advanced Search, confirm Record Set = Assigned to Me.
B. Change the section identified with Status = New
C. In Advanced Search, save and select the "Set as Default" box.
D. In Advanced Search, select Action > Update.
E. Click the Show Advanced Search icon.
F. In Advanced Search, Add Channel Type = Web.
What is the main function of the Data Security Policies?
A. defines the data a particular user can see and/or modify
B. defines the views the application can access
C. defines the privileges and roles a particular user can have
D. defines the views or functionalities the user can access
E. defines the actions a particular user can do
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
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.
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
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 andpublish.
B. 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.
C. 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.
D. 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 conditionsand actions, save and close.
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.
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
A. Object triggers
B. Templates
C. Business objects
D. Languages
E. Object workflows
F. Pages
G. Themes
H. UI components
Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?
A. The User Group selected for authoring articles has been set to `External".
B. The Base Locale for the articles has not been enabled in the correct language.
C. Users have not been given the "Knowledge Analyst" role.
D. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.
A. It allows edits to dashboard pages.
B. It requires the use of a sandbox to modify the fieldsassociated with standard and custom objects.
C. It requires proper permissions to use the tools and additional permissions to edit the desired object.
D. In includes a preview option for all standard and custom object pages.
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