最新の1Z0-1064-21試験問題集でOracle試験にはトレーニングを提供しています [Q30-Q49]

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最新の1Z0-1064-21試験問題集でOracle試験にはトレーニングを提供しています

合格できるOracle Oracle B2B Service 2021 Implementation EssentialsのPDF問題集は最近更新された78問あります

質問30、 Given the entitlement rules below, if ahigh-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
* Condition Column Severity = High
* Calendar = 9AM to 5 PM, Monday – Friday, US EST
* Resolution Metric = 2880
* Resolution Warning Threshold 120
* First Response Metric= 360
* First Response Warning Threshold

Resolution is due on Saturday, 2 PM EST.

If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.

First Response is due on Friday, 12 noon EST.

If the SR is not resolved,Resolution warning will occur on Monday, 12 noon EST.

質問31、 What should you do to enable Password Reset in Digital Customer Service (DCS)?

Add the Password Reset component to your DCS application.

Instruct users that they can only change their password by chatting with an agent.

Enablethe “Password Reset” option in the User Administration component.

Obtain the Change Password Link and add it to your DCS page.

質問32、 You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?

Setup and maintenance >Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service

Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service

Setup and maintenance > Sales >Service Request > Manage Oracle Social Network Objects

Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service

質問33、 What is the main function of the Data Security Policies?

defines the data a particular user can see and/or modify

defines the views the application can access

defines the privileges and roles a particular user can have

defines the views or functionalities the user can access

defines the actions a particular user can do

質問34、 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?

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

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

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

Disable the anonymous access option in your DCS application.

質問35、 Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

It does not require matching passwords between Engagement Cloud and DCS.

It is configured exclusively via the Engagement Cloud Security Console.

It enablesanonymous users to search the DCS knowledge base.

It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.

質問36、 You need to extract all service Request (SR) data from your Engagement Cloud site fromthe last 12 months.
Identify two valid approaches to get this large volume of data.

You can schedule a single export as an ESS job (also known as a “scheduled process”) for all 12 months of SR data.

You can download large volumes of SR data from theAnalytics interface.

You must retrieve large volumes of data through a REST API endpoint.

You can schedule incremental exports as ESS jobs (also known as a “scheduled process”) on a periodic basis, such as weekly or monthly.

質問37、 Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

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.

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.

Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.

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.

Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.

質問38、 If you want to disable the ability to delete activities for all users, what action should you perform?

Remove the “delete activities” button from all pages used by the users who have this access.

Remove the “delete activities” role from all the users who have this role.

Remove the “delete activities” privilege from all the roles for users who have this access.

Remove the users of the roles who have the “delete activities” access.

質問39、 Identify the sequence of steps you must follow to disable the Service Communication channels.

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.

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

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”.

質問40、 Which statement is correct when describing the process of adding assignment rules from Service Setup?

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.

Use the “Manage Service Assignment Rules” task, access the appropriate rules sets, create new rule(s), add conditions and actions, save andpublish.

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.

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.

質問41、 One of your service agents needs a new search filter on his Service Requests’ list page.
How can the agent achieve this?

Add fields from the advanced search functionality.

Grant the agent Administrator permissions to addnew search filters.

Create a new search through the application composer.

Create several personalized searches and create them to each other.

質問42、 What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

Chat with an Agent about a ServiceRequest.

View and edit attachments to a Service Request.

Create a Service Request.

Delete a Service Request.

Add a message to a Service Request.

質問43、 Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

The scheduledprocess has not been set up.

The Starts When criteria of the milestones is not True.

No default coverages are set up.

Entitlement rules are not valid for the service request.

質問44、 Which option describes the automated page presentation for incoming calls?

a feature that displays a caller-appropriate application page based on your customer’s native language when you answeryour phone

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

a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone

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

質問45、 Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

Add an extension column to the milestone object to hold the warning threshold value.

Configure an analytics report showing milestones in warning status.

Specify the warning threshold for the milestone in the standard coverages.

Create standard text to be posted to the message thread.

Configure the email template to be used for notification.

Configure an object workflow action to send the email when the milestone status changes to warning.

質問46、 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?

Select Create Category > Create Top-Level Category.

Check the Active flag.

Select the task Manage Service Request Categories.

Select Status = “Active”.

Select Service Catalog in Functional Areas.

Select Create Category > Create Child Category.

Complete Category Name.

質問47、 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?

In Advanced Search, confirm Record Set = Assigned to Me.

Change the section identified with Status = New

In Advanced Search, save and select the “Set as Default” box.

In Advanced Search, select Action > Update.

Click the Show Advanced Search icon.

In Advanced Search, Add Channel Type = Web.

質問48、 Which three statements are true?

Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.

Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.

Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.

Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.

質問49、 Your client needs to associate a product item to a product group but cannot make the association. Whatshould you check to identify the cause?

Validate that the product item is active and published.

Verify that Eligible for Service is selected on the product item.

Verify that Root Catalog is selected on the product groups.

Validate that AllowDuplicate is selected on the product item.