Latest [Aug 28, 2021] 1Z0-1064-20 Exam with Accurate Oracle B2B Service 2020 Implementation Essentials PDF Questions
Take a Leap Forward in Your Career by Earning Oracle 78 Questions
NEW QUESTION 32
Oracle Engagement Cloud provides tools to add or modify which six types of entities?
- A. Reports
- B. Themes
- C. Exports
- D. Icons
- E. Fields
- F. Roles and privileges
- G. Object workflow
- H. Objects
Answer: A,C,E,H
NEW QUESTION 33
Which three statements are true about building Digital Customer Service (DCS) applications?
- A. DCS application can be embedded in other sites.
- B. Many DCS applications can be active in production at the same time.
- C. Only one version of a DCS application can be active in production at any time.
- D. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
Answer: A,C,D
NEW QUESTION 34
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, Category, Severity, Status
- B. Title
- C. Title, Status, Problem Description
- D. Title, Category, Severity
- E. Title, Status
Answer: A
NEW QUESTION 35
Which two are true characteristics about the lifecycle of a service request?
- A. Users can reopen a service request when the status is set to "Closed".
- B. If required, users can manually set the "Closed" status for a service request.
- C. Users can reopen a service request when the status is set to "Resolved".
- D. "Closed" status is set by an automatic job after a specified number of days.
- E. "Customer working" is one of the five seeded status types.
Answer: C,D
NEW QUESTION 36
Which three types of data are included in the interaction associated with a normal call flow?
- A. Contact name
- B. Start time of the call
- C. Agent name
- D. Channel
- E. Service Request create date
Answer: A,C,E
NEW QUESTION 37
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. Change the section identified with Status = New
- B. In Advanced Search, select Action > Update.
- C. In Advanced Search, confirm Record Set = Assigned to Me.
- D. Click the Show Advanced Search icon.
- E. In Advanced Search, Add Channel Type = Web.
- F. In Advanced Search, save and select the "Set as Default" box.
Answer: A,C,D,E,F
NEW QUESTION 38
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?
- A. allows the display of a product hierarchy specifically for service purposes
- B. requires less work and effort
- C. allows you to use the same product hierarchy as sales
- D. allows use of a simpler hierarchy
Answer: B,C
NEW QUESTION 39
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?
- A. You can send an e-mail notification to specified recipients.
- B. You can modify the workflow to update field values within the SR object.
- C. You must make the changes using the Page Composer tool.
- D. You will be required to code any new workflow actions in Groovy.
- E. You can generate tasks for the SR object from the workflow.
- F. You can define the workflow to run when certain fields of the SR object are changed.
Answer: A,B,E,F
NEW QUESTION 40
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 4 to 2.
Which two steps do you have to follow to limit the channel capacity as required?
- A. 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.
- B. Select the Manage Capacities task.
- C. In the Work Assignments section, modify the default value in the Capacity field to a new value.
- D. Modify the default values in the Capacity fields for the channels.
Answer: A,D
NEW QUESTION 41
Identify the sequence of steps you must follow to disable the Service Communication channels.
- 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.
- B. 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".
- 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 Service > Deselect the "Communication Channels" option.
- D. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
- E. 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.
Answer: E
NEW QUESTION 42
Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.
- A. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
- B. The hierarchical structure of the categories helps to improve the service request classification.
- C. Categories determine the steps an agent must follow to close the service request.
- D. Filter the selection of the product related to the service request, when filtering by a particular category.
- E. Categories facilitate the assignment of an agent to the service request.
Answer: A,B,E
NEW QUESTION 43
Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?
- A. Manage Service Request Products
- B. Manage Service Request Resolutions
- C. Manage Service Request Categories
- D. Manage Service Request Severities
- E. Manage Service Request Queue
- F. Manage Service Request Status Values
Answer: A,C,E,F
NEW QUESTION 44
Which three statements are true?
- A. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
- B. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.
- C. 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.
- D. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
Answer: A,B,D
NEW QUESTION 45
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?
- A. Specify the warning threshold for the milestone in the standard coverages.
- B. Create standard text to be posted to the message thread.
- C. Configure the email template to be used for notification.
- D. Configure an analytics report showing milestones in warning status.
- E. Configure an object workflow action to send the email when the milestone status changes to warning.
- F. Add an extension column to the milestone object to hold the warning threshold value.
Answer: A,C,D
NEW QUESTION 46
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. 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.
- B. Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.
- C. 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.
- D. Users that want to see immediate updates to articles must 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.
Answer: C
NEW QUESTION 47
Your customer has noticed that emails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?
- A. an inbound message filter per time schedule
- B. an inbound message filter per sender
- C. a configured profile option to schedule the retrieval of emails
- D. a configured job to process inbound emails
Answer: A
NEW QUESTION 48
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?
- A. It does not require matching passwords between Engagement Cloud and DCS.
- B. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
- C. It is configured exclusively via the Engagement Cloud Security Console.
- D. It enables anonymous users to search the DCS knowledge base.
Answer: C,D
NEW QUESTION 49
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?
- A. An error will occur; no queue is assigned to the service request.
- B. The queue defined by default is the one assigned to the service request.
- C. The queue defined in the first evaluated rule is always assigned to the service request.
- D. The service request assignment will be unpredictable.
Answer: C
NEW QUESTION 50
Which option describes the automated page presentation for incoming calls?
- A. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
- B. a feature that displays a caller-appropriate application page based on your customer's native language 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 caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
Answer: A
NEW QUESTION 51
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
- A. Add product ID(s) to the database component.
- B. Add images as the product image will not be pulled from Engagement Cloud.
- C. Add the Product object to your DCS application.
- D. Configure products groups and product items in Engagement Cloud.
Answer: A,C,D
NEW QUESTION 52
......
Authentic Best resources for 1Z0-1064-20 Online Practice Exam: https://www.realvce.com/1Z0-1064-20_free-dumps.html