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1Z0-1064 Real Exam Questions

Oracle Engagement Cloud 2019 Implementations Essentials

75 questions available · Page 1 of 8

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Question 1 Multiple choice

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

  1. A

    VBCS is a visual development tool for creating applications in DCS.

  2. B

    DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.

  3. C

    DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.

  4. D

    DCS is a visual development tool for creating applications in VBCS.

Show answer and explanation

Correct answers: A, C

Question 2 Multiple choice

In which three situations can default coverage be applied?

  1. A

    globally, to all service requests that do not have any other coverage

  2. B

    for a specific SR category

  3. C

    for a specificSR status

  4. D

    for a specific period of time

  5. E

    to a specific customer account

Show answer and explanation

Correct answers: A, B, D

Question 3 Multiple choice

Which two options are true about reporting on milestones?

  1. A

    Administrator-defined milestone data is not included in Analytics.

  2. B

    No standard reports onmilestones are provided.

  3. C

    Milestone reporting is performed via the CRM Service Request Real-Time subject area.

  4. D

    An as-delivered SLA Infolet shows near-overdue and overdue milestones.

Show answer and explanation

Correct answers: A, D

Question 4 Multiple choice

You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.

Which three steps should you perform to configure userself-registration in your DCS application?

  1. A

    Configure the self-registrations to restrict registration to only existing Contacts.

  2. B

    Configure your self-registrations so that they are automatically approved.

  3. C

    Enable the self-registration steps in the"Manage Digital Customer Service Registration Profile Options" task.

  4. D

    Disable the anonymous access option in your DCS application.

Show answer and explanation

Correct answers: A, B, D

Question 5 Single choice

When creating localized Digital Customer Service applications, in which order would you perform the following steps?

1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

  1. A

    1,3,2,4

  2. B

    3,2,4,1

  3. C

    2,4,3,1

  4. D

    1,2,3,4

Show answer and explanation

Correct answer: D

Question 6 Single choice

Your customer has three service request child categories under the top-level service requestcategory
"Accounts":

Gold Accounts
Silver Accounts
Basic Accounts

You now want to disable the "Silver Accounts" category.

Which option meets the requirement?

  1. A

    In Setup and maintenance > Service > Setup > Service Request > manage service Request
    Childcategories, search for the "Accounts" category and deselect the "Active" Column.

  2. B

    In Setup and maintenance > Service > Setup > Service Request > Manage Service Request
    Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.

  3. C

    In Setup and maintenance > Service > Setup > Service Request > Manage Service Request
    Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.

  4. D

    In Setup and maintenance > Service > Setup > Service Request > Manage Service Request
    Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.

Show answer and explanation

Correct answer: B

Question 7 Multiple choice

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?

  1. A

    You have not enabled the Computer Telephony Integration (CTI) service.

  2. B

    The only toolbar enabled is the default one, and you must configure at least two.

  3. C

    You did not enable the vertical toolbar which is required, while the horizontal is optional.

  4. D

    The signed-in user does not have the appropriate access privileges to a toolbar.

  5. E

    You entered a toolbar height that is not more than 70 pixels.

Show answer and explanation

Correct answers: A, C

Question 8 Multiple choice

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

  1. A

    is required for every DCS instance

  2. B

    also synchronizes userIDs and passwords between DCS and Engagement Cloud

  3. C

    enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

  4. D

    is real time

Show answer and explanation

Correct answers: A, D

Question 9 Single choice

Identify the sequence of steps you must follow to disable the Service Communication channels.

  1. A

    Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration
    section > Click Change configuration > Click the pencil icon in the Features column for Service >
    Deselect all the options.

  2. B

    Navigate to Setup and maintenance > Selectthe Service offering > Select setup at the Administration
    section > Click Change configuration > Select the "Disable" column in "Service entitlements"

  3. C

    Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration
    section > Click Change configuration > Click the pencil icon in the Features column for Communication
    Channels > Deselect the "Communication" option.

  4. D

    Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration
    section > Click Change configuration > Click the pencil icon in the Features column for Service >
    Deselect the "Communication Channels" option.

  5. E

    Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration
    section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".

Show answer and explanation

Correct answer: C

Question 10 Single choice

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)?

  1. A

    Title, Status

  2. B

    Title

  3. C

    Title, Category, Severity, Status

  4. D

    Title, Status, Problem Description

  5. E

    Title, Category, Severity

Show answer and explanation

Correct answer: C