Oracle 1Z0-1064 Online Practice Questions and Exam Preparation

Oracle 1Z0-1064 Online Questions & Answers

• Question 31:

  Which two keyboard shortcuts can be modified?

  A. OK
  B. Create Service Request
  C. Cancel
  D. Save and Continue
  E. Save and Close
  A. OK
  B. Create Service Request

• Question 32:

  To create anew Survey object, you create a sandbox and set it as active.

  Which two statements are correct while creating your Survey object in Application Composer?

  A. Multiple users cannot use your sandbox at the same time.
  B. You can set a second sandbox as Activeat the same time in order to begin working on another new object.
  C. Your changes won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.
  D. Your changes are isolated and do not impact other users' configuration environments or the production environment.
  C. Your changes won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.
  D. Your changes are isolated and do not impact other users' configuration environments or the production environment.

• Question 33:

  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 34:

  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 35:

  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 36:

  You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.

  Which threeoptions achieve your customer's requirement?

  A. Make them available to external users by giving them access to the internal "My Knowledge" page.
  B. Make them available externally to customers via My Digital Customer Service (DCS).
  C. Make them availableto employees and agents via My Knowledge.
  D. Make them available internally to agents as part of the Service Request Knowledge Panel.
  E. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
  B. Make them available externally to customers via My Digital Customer Service (DCS).
  C. Make them availableto employees and agents via My Knowledge.
  E. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.

• Question 37:

  What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

  A. Chat with an Agent about a ServiceRequest.
  B. View and edit attachments to a Service Request.
  C. Create a Service Request.
  D. Delete a Service Request.
  E. Add a message to a Service Request.
  A. Chat with an Agent about a ServiceRequest.
  B. View and edit attachments to a Service Request.
  C. Create a Service Request.
  D. Delete a Service Request.

• Question 38:

  Select the correct procedure to enable the Audit History tab for Service Requests.

  A. Sign in to Engagement Cloud as anadministrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select
  B. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under "Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the"Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list.Save the configuration.
  C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top ofthe page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
  D. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
  D. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.

• Question 39:

  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.

  A. 1,3,2,4
  B. 3,2,4,1
  C. 2,4,3,1
  D. 1,2,3,4
  D. 1,2,3,4

• Question 40:

  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?

  A. Configure the self-registrations to restrict registration to only existing Contacts.
  B. Configure your self-registrations so that they are automatically approved.
  C. Enable the self-registration steps in the"Manage Digital Customer Service Registration Profile Options" task.
  D. Disable the anonymous access option in your DCS application.
  A. Configure the self-registrations to restrict registration to only existing Contacts.
  B. Configure your self-registrations so that they are automatically approved.
  D. Disable the anonymous access option in your DCS application.