Oracle 1Z0-1064 Online Practice Questions and Exam Preparation

Oracle 1Z0-1064 Online Questions & Answers

• Question 51:

  Milestones are not getting applied to service requests in the customer environment.

  Identify three causes.

  A. The scheduledprocess has not been set up.
  B. The Starts When criteria of the milestones is not True.
  C. No default coverages are set up.
  D. Entitlement rules are not valid for the service request.
  A. The scheduledprocess has not been set up.
  B. The Starts When criteria of the milestones is not True.
  C. No default coverages are set up.

• Question 52:

  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 53:

  Which four actions does the REST API for Service Requests (SRs) allow?

  A. Update SR milestone
  B. Create SR
  C. Update SR assignee
  D. Delete SR by SR number
  E. Delete SR by SR title
  A. Update SR milestone
  B. Create SR
  C. Update SR assignee
  D. Delete SR by SR number

• Question 54:

  Which two actions can you takewhen using Application Composer to create a new Trouble Ticket object?

  A. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
  B. You can create a trigger on the Trouble Ticket object usingthe Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
  C. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
  D. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
  B. You can create a trigger on the Trouble Ticket object usingthe Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
  C. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5

• Question 55:

  Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4to 2.

  Which two steps do you have to follow to limit the channel capacity as required?

  A. Modify the default values in the Capacity fields for the channels.
  B. Select the Manage Capacities task.
  C. In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.
  D. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
  A. Modify the default values in the Capacity fields for the channels.
  D. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.

• Question 56:

  Your customer wants to have a vertical MediaToolbar instead of the Horizontal one.

  Which statement is true?

  A. The only Vertical Toolbar that you can enable is the Notifications Toolbar.
  B. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
  C. TheVertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
  D. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
  D. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.

• Question 57:

  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 58:

  Which three types of data are included in the interaction associatedwith a normal call flow?

  A. Start time of the call
  B. Agent name
  C. Service Request create date
  D. Contact name
  E. Channel
  B. Agent name
  C. Service Request create date
  D. Contact name

• Question 59:

  You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.

  Which is the correct first action inconfiguring "My Knowledge"?

  A. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
  B. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
  C. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".
  D. Use the task "ManageService Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".
  E. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
  F. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
  A. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.

• Question 60:

  Your customer has informed you about a possible errorin the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losingtime and being ineffective.

  What is causing the problem?

  A. Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
  B. Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is alsoavailable.
  C. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
  D. Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
  C. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.