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NEW QUESTION 16
Which four actions does the REST API for Service Requests (SRs) allow?
- A. Create SR
- B. Update SR milestone
- C. Update SR assignee
- D. Delete SR by SR title
- E. Delete SR by SR number
Answer: A,B,C,E
NEW QUESTION 17
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. The queue defined by default is the one assigned to the service request.
- B. An error will occur; no queue is 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 18
Which two are required to publish a completed Digital Customer Service (DCS) application?
- A. a single "publish" action to complete the task
- B. nothing (DCS applications are always available to all users.)
- C. system administrator approval
- D. moving the application to Staging and subsequently to Production status
Answer: B,D
NEW QUESTION 19
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 and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
- B. 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.
- C. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
- D. 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.
Answer: B
NEW QUESTION 20
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. Assign object access roles to an administrative user.
- D. Map a Visual Builder Cloud Service business object to the object API.
Answer: C,D
NEW QUESTION 21
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. a configured profile option to schedule the retrieval of emails
- B. an inbound message filter per sender
- C. an inbound message filter per time schedule
- D. a configured job to process inbound emails
Answer: C
NEW QUESTION 22
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 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.
- B. 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.
- C. 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.
- 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: C
NEW QUESTION 23
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 real time
- C. is required for every DCS instance
- D. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
Answer: B,C
NEW QUESTION 24
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?
- A. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
- B. It is configured exclusively via the Engagement Cloud Security Console.
- C. It does not require matching passwords between Engagement Cloud and DCS.
- D. It enables anonymous users to search the DCS knowledge base.
Answer: B,D
NEW QUESTION 25
Which three types of data are included in the interaction associated with a normal call flow?
- A. Start time of the call
- B. Agent name
- C. Contact name
- D. Service Request create date
- E. Channel
Answer: B,C,D
NEW QUESTION 26
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {# #SR0000003056# #}" Which statement is true?
- A. You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- B. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- C. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
- D. You have to edit the e-mail template and add HTML code to customize the standard text section.
Answer: A
NEW QUESTION 27
Oracle Engagement Cloud provides tools to add or modify which six types of entities?
- A. Object workflow
- B. Reports
- C. Themes
- D. Fields
- E. Roles and privileges
- F. Icons
- G. Exports
- H. Objects
Answer: B,D,G,H
NEW QUESTION 28
What is the main function of the Data Security Policies?
- A. defines the privileges and roles a particular user can have
- B. defines the views or functionalities the user can access
- 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 the application can access
Answer: B
NEW QUESTION 29
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
- A. Languages
- B. Object triggers
- C. Themes
- D. UI components
- E. Templates
- F. Object workflows
- G. Business objects
- H. Pages
Answer: B,C,E,F,G,H
NEW QUESTION 30
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 environment was not provisioned correctly and the service module is missing.
- B. The team members have not established the e-mail feature on the Offerings page.
- C. The team members don't have the Email Administrator Role provisioned.
- D. There are no specific e-mail tasks available.
Answer: B
NEW QUESTION 31
To create a new Survey object, you create a sandbox and set it as active.
Which two statements are correct while creating your Survey object in Application Composer?
- A. Your changes won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.
- B. Your changes are isolated and do not impact other users' configuration environments or the production environment.
- C. You can set a second sandbox as Active at the same time in order to begin working on another new object.
- D. Multiple users cannot use your sandbox at the same time.
Answer: A,B
NEW QUESTION 32
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?
- A. You will be required to code any new workflow actions in Groovy.
- B. You can send an e-mail notification to specified recipients.
- C. You can modify the workflow to update field values within the SR object.
- D. You can define the workflow to run when certain fields of the SR object are changed.
- E. You must make the changes using the Page Composer tool.
- F. You can generate tasks for the SR object from the workflow.
Answer: B,C,D,F
NEW QUESTION 33
What should you do to enable Password Reset in Digital Customer Service (DCS)?
- A. Add the Password Reset component to your DCS application.
- B. Enable the "Password Reset" option in the User Administration component.
- C. Obtain the Change Password Link and add it to your DCS page.
- D. Instruct users that they can only change their password by chatting with an agent.
Answer: C
NEW QUESTION 34
Select the correct procedure to enable the Audit History tab for Service Requests.
- A. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
- B. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under "Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list.Save the configuration.
- C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
- D. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
Answer: C
NEW QUESTION 35
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 a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
- B. You must retrieve large volumes of data through a REST API endpoint.
- C. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
- D. You can download large volumes of SR data from the Analytics interface.
Answer: A,D
NEW QUESTION 36
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. 2,4,3,1
- C. 3,2,4,1
- D. 1,2,3,4
Answer: D
NEW QUESTION 37
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 > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
- C. 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".
- D. 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.
- E. 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"
Answer: D
NEW QUESTION 38
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