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NEW QUESTION 30
Given the entitlement rules below, if a high-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
- A. Resolution is due on Saturday, 2 PM EST.
- B. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
- C. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
- D. First Response is due on Friday, 12 noon EST.
Answer: C,D
NEW QUESTION 31
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 32
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?
- A. 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.
- B. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
- C. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
- 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. Shared Across the 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.
Answer: A,C,E
NEW QUESTION 33
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
- A. Create a new search through the application composer.
- B. Grant the agent Administrator permissions to add new search filters.
- C. Add fields from the advanced search functionality.
- D. Create several personalized searches and create them to each other.
Answer: A
NEW QUESTION 34
You need to extract all service Request (SR) data from your Engagement Cloud site from the last 12 months.
Identify two valid approaches to get this large volume of data.
- A. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
- B. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
- C. You must retrieve large volumes of data through a REST API endpoint.
- D. You can download large volumes of SR data from the Analytics interface.
Answer: B,D
NEW QUESTION 35
Which two options are true about role synchronization for Digital Customer Service (DCS)?
- A. is required for every DCS instance
- B. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
- C. is real time
- D. also synchronizes userIDs and passwords between DCS and Engagement Cloud
Answer: A,C
NEW QUESTION 36
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 37
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 38
Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?
- A. Do not choose any optional criteria columns.
- B. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by 7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
- C. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
- D. Choose all optional result columns.
Answer: A,B,C
NEW QUESTION 39
Your customer 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 Service Catalog in Functional Areas.
- D. Complete Category Name.
- E. Select the task Manage Service Request Categories.
- F. Select Create Category > Create Child Category.
- G. Select Status = "Active".
Answer: A,E,F,G
NEW QUESTION 40
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 41
Which two steps are needed to create a new business object in Digital Customer Service?
- A. Assign the new business object to a page.
- B. Assign the new business object to a new component.
- C. Map a Visual Builder Cloud Service business object to the object API.
- D. Assign object access roles to an administrative user.
Answer: C,D
NEW QUESTION 42
Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?
- A. Validate that Allow Duplicate is selected on the product item.
- B. Verify that Eligible for Service is selected on the product item.
- C. Validate that the product item is active and published.
- D. Verify that Root Catalog is selected on the product groups.
Answer: C
NEW QUESTION 43
In which three situations can default coverage be applied?
- A. for a specific SR status
- B. for a specific period of time
- C. globally, to all service requests that do not have any other coverage
- D. for a specific SR category
- E. to a specific customer account
Answer: B,C,D
NEW QUESTION 44
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasons for this behavior?
- A. You did not enable the vertical toolbar which is required, while the horizontal is optional.
- B. The only toolbar enabled is the default one, and you must configure at least two.
- C. The signed-in user does not have the appropriate access privileges to a toolbar.
- D. You have not enabled the Computer Telephony Integration (CTI) service.
- E. You entered a toolbar height that is not more than 70 pixels.
Answer: A,D
NEW QUESTION 45
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 46
Which four statements are correct about hotkeys for Action Commands?
- A. They allow a user to escalate a service request.
- B. They have default values.
- C. They can be assigned to a custom action script.
- D. They allow a user to copy a service request.
- E. They allow a user to forward a service request.
- F. They can all be modified.
Answer: A,B,E,F
NEW QUESTION 47
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 48
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 49
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 50
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 51
You are creating or editing a SmartText entry. Which four options can you insert into the entry?
- A. Tables
- B. Images
- C. Variables
- D. Other SmartText entries
- E. URLs
- F. Text
Answer: A,C,D,F
NEW QUESTION 52
Digital Customer Service application configuration settings in json.cfg include which four options?
- A. Product and category filtering
- B. Knowledge management language locales
- C. Default communication preferences
- D. Default chat channel preferences
- E. Knowledge management article links
- F. Service request links
- G. Default timezone
- H. Default notification preferences
Answer: A,B,E,F
NEW QUESTION 53
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