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Oracle 1z0-1064-22 Exam Syllabus Topics:
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NEW QUESTION 13
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 sender
- B. a configured profile option to schedule the retrieval of emails
- C. an inbound message filter per time schedule
- D. a configured job to process inbound emails
Answer: C
NEW QUESTION 14
Your customer has informed you about a possible error in 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, losing time and being ineffective.
What is causing the problem?
- A. 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 also available.
- B. 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.
- C. 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.
- 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.
Answer: B
NEW QUESTION 15
Which two actions can you take when 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 using the 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.
Answer: B,C
NEW QUESTION 16
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. Verify that Root Catalog is selected on the product groups.
- D. Validate that the product item is active and published.
Answer: D
NEW QUESTION 17
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?
- A. Unlock and publish the new selected profile value.
- B. Lock the Profile Option for editing.
- C. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
- D. Modify the Profile Value and save.
- E. Select View > Detach.
- F. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
Answer: A,D,F
NEW QUESTION 18
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. Use Application Composer to include milestones on the Service Request Layout if desired.
- C. Create an ESS job to Aggregate Service Requests.
- D. Use Application Composer to configure warning emails about milestone compliance events.
Answer: A,B,C
NEW QUESTION 19
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 detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
- C. a feature that displays a caller-appropriate application page based on your customer's native language 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 20
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 download large volumes of SR data from the Analytics interface.
- B. You must retrieve large volumes of data through a REST API endpoint.
- C. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
- D. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
Answer: A,C
NEW QUESTION 21
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
What is the problem?
- A. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
- B. Incoming messages have a custom filter.
- C. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
- D. The configured frequency to retrieve emails is too long.
Answer: B
NEW QUESTION 22
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. Modify the default values in the Capacity fields for the channels.
- B. 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.
- C. In the Work Assignments section, modify the default value in the Capacity field to a new value.
- D. Select the Manage Capacities task.
Answer: A,B
NEW QUESTION 23
Which four actions does the REST API for Service Requests (SRs) allow?
- A. Delete SR by SR number
- B. Delete SR by SR title
- C. Update SR milestone
- D. Create SR
- E. Update SR assignee
Answer: A,C,D,E
NEW QUESTION 24
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. 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.
- D. 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.
Answer: D
NEW QUESTION 25
Your customer wants to have a vertical Media Toolbar instead of the Horizontal one.
Which statement is true?
- A. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
- B. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
- C. The only Vertical Toolbar that you can enable is the Notifications Toolbar.
- D. The Vertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
Answer: B
NEW QUESTION 26
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. The hierarchical structure of the categories helps to improve the service request classification.
- B. Categories determine the steps an agent must follow to close the service request.
- C. Categories facilitate the assignment of an agent to the service request.
- D. Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
- E. Filter the selection of the product related to the service request, when filtering by a particular category.
Answer: A,C,D
NEW QUESTION 27
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?
- A. The team members have not established the e-mail feature on the Offerings page.
- B. The team members don't have the Email Administrator Role provisioned.
- C. The environment was not provisioned correctly and the service module is missing.
- D. There are no specific e-mail tasks available.
Answer: A
NEW QUESTION 28
Which two steps are needed to create a new business object in Digital Customer Service?
- A. Assign the new business object to a new component.
- B. Assign object access roles to an administrative user.
- C. Assign the new business object to a page.
- D. Map a Visual Builder Cloud Service business object to the object API.
Answer: B,D
NEW QUESTION 29
You are creating or editing a SmartText entry. Which four options can you insert into the entry?
- A. Images
- B. Tables
- C. Variables
- D. Other SmartText entries
- E. URLs
- F. Text
Answer: B,C,D,F
NEW QUESTION 30
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. The scheduled process has not been set up.
- C. No default coverages are set up.
- D. The Starts When criteria of the milestones is not True.
Answer: B,C,D
NEW QUESTION 31
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
- B. Title
- C. Title, Category, Severity, Status
- D. Title, Status
- E. Title, Status, Problem Description
Answer: C
NEW QUESTION 32
Digital Customer Service application configuration settings in json.cfg include which four options?
- A. Default notification preferences
- B. Default communication preferences
- C. Default timezone
- D. Product and category filtering
- E. Default chat channel preferences
- F. Knowledge management language locales
- G. Service request links
- H. Knowledge management article links
Answer: D,F,G,H
NEW QUESTION 33
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