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NEW QUESTION 18
Which three subobject functions are included in the REST API for Service Requests (SRs)?
- A. Delete activity
- B. Update resource manager
- C. Update SR reference
- D. Update resource member
- E. Delete message
Answer: A,C,D
NEW QUESTION 19
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
- A. Add the Product object to your DCS application.
- B. Configure products groups and product items in Engagement Cloud.
- C. Add product ID(s) to the database component.
- D. Add images as the product image will not be pulled from Engagement Cloud.
Answer: A,B,C
NEW QUESTION 20
Which three statements are true about building Digital Customer Service (DCS) applications?
- A. DCS application can be embedded in other sites.
- B. Only one version of a DCS application can be active in production at any time.
- C. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
- D. Many DCS applications can be active in production at the same time.
Answer: A,B,C
NEW QUESTION 21
Which statement is correct when describing the process of adding assignment rules from Service Setup?
- A. 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 conditions and actions, save and close.
- B. 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.
- C. 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.
- D. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
Answer: A
NEW QUESTION 22
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
- A. Pages
- B. Themes
- C. Object workflows
- D. Templates
- E. Business objects
- F. Object triggers
- G. Languages
- H. UI components
Answer: A,B,C,D,E,F
NEW QUESTION 23
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 you to use the same product hierarchy as sales
- B. requires less work and effort
- C. allows the display of a product hierarchy specifically for service purposes
- D. allows use of a simpler hierarchy
Answer: A,B
NEW QUESTION 24
Which two steps are needed to create a new business object in Digital Customer Service?
- A. Map a Visual Builder Cloud Service business object to the object API.
- B. Assign the new business object to a page.
- C. Assign the new business object to a new component.
- D. Assign object access roles to an administrative user.
Answer: A,D
NEW QUESTION 25
Which three statements are true?
- A. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
- B. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
- C. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.
- D. 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.
Answer: A,B,C
NEW QUESTION 26
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 Service Catalog in Functional Areas.
- B. Complete Category Name.
- C. Select Create Category > Create Child Category.
- D. Select the task Manage Service Request Categories.
- E. Select Create Category > Create Top-Level Category.
- F. Select Status = "Active".
- G. Check the Active flag.
Answer: C,D,E,F
NEW QUESTION 27
Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?
- A. The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
- B. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
- C. The batch job for recommendations has not been executed.
- D. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
- E. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
Answer: A
NEW QUESTION 28
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. Choose all optional result columns.
- C. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
- D. 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
Answer: A,C,D
NEW QUESTION 29
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
- A. Entitlement rules are not valid for the service request.
- B. No default coverages are set up.
- C. The Starts When criteria of the milestones is not True.
- D. The scheduled process has not been set up.
Answer: B,C,D
NEW QUESTION 30
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. 1,2,3,4
- D. 2,4,3,1
Answer: C
NEW QUESTION 31
What is the main function of the Data Security Policies?
- A. defines the views the application can access
- B. defines the privileges and roles a particular user can have
- C. defines the data a particular user can see and/or modify
- D. defines the actions a particular user can do
- E. defines the views or functionalities the user can access
Answer: E
NEW QUESTION 32
You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.
- A. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
- B. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
- C. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
- D. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
Answer: B
NEW QUESTION 33
What three things should you do once you have established a global default coverage?
- A. Create an ESS job to Monitor Service Request Milestones.
- B. Create an ESS job to Aggregate Service Requests.
- C. Use Application Composer to include milestones on the Service Request Layout if desired.
- D. Use Application Composer to configure warning emails about milestone compliance events.
Answer: A,B,C
NEW QUESTION 34
If you want to disable the ability to delete activities for all users, what action should you perform?
- A. Remove the "delete activities" role from all the users who have this role.
- B. Remove the users of the roles who have the "delete activities" access.
- C. Remove the "delete activities" button from all pages used by the users who have this access.
- D. Remove the "delete activities" privilege from all the roles for users who have this access.
Answer: B
NEW QUESTION 35
In which three situations can default coverage be applied?
- A. to a specific customer account
- B. for a specific SR category
- C. for a specific SR status
- D. for a specific period of time
- E. globally, to all service requests that do not have any other coverage
Answer: B,D,E
NEW QUESTION 36
You are creating or editing a SmartText entry. Which four options can you insert into the entry?
- A. Variables
- B. Images
- C. Text
- D. Other SmartText entries
- E. URLs
- F. Tables
Answer: A,C,D,F
NEW QUESTION 37
Which four actions does the REST API for Service Requests (SRs) allow?
- A. Update SR assignee
- B. Create SR
- C. Update SR milestone
- D. Delete SR by SR title
- E. Delete SR by SR number
Answer: A,B,C,E
NEW QUESTION 38
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. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
- B. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
- C. First Response is due on Friday, 12 noon EST.
- D. Resolution is due on Saturday, 2 PM EST.
Answer: B,C
NEW QUESTION 39
Which two options are true about role synchronization for Digital Customer Service (DCS)?
- A. also synchronizes userIDs and passwords between DCS and Engagement Cloud
- B. is required for every DCS instance
- C. is real time
- D. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
Answer: B,C
NEW QUESTION 40
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