1Z0-1064 Online Practice Questions and Answers

What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

A. Chat with an Agent about a ServiceRequest.

B. View and edit attachments to a Service Request.

C. Create a Service Request.

D. Delete a Service Request.

E. Add a message to a Service Request.

Which three statements are true about building Digital Customer Service (DCS)applications?

A. Many DCS applications can be active in production at the same time.

B. DCS includes a "reference implementation template" that illustrates recommended implementation practices.

C. Only one version of a DCS application can be active in production at any time.

D. DCS application can be embedded in other sites.

Which two are true characteristics about the lifecycle of a service request?

A. If required, users can manually set the "Closed" status for a service request.

B. Users can reopen a service request when the status is set to "Closed".

C. Users can reopen a service request when the status is set to "Resolved".

D. "Closed" status is set by an automaticjob after a specified number of days.

E. "Customer working" is one of the five seeded status types.

Milestones are not getting applied to service requests in the customer environment. Identify three causes.

A. The scheduledprocess has not been set up.

B. The Starts When criteria of the milestones is not True.

C. No default coverages are set up.

D. Entitlement rules are not valid for the service request.

Oracle Engagement Cloud provides tools to add or modify which six types of entities?

A. Icons

B. Themes

C. Object workflow

D. Exports

E. Reports

F. Fields

G. Objects

H. Roles and privileges

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, Status

B. Title

C. Title, Category, Severity, Status

D. Title, Status, Problem Description

E. Title, Category, Severity

Your customer wants to have a vertical MediaToolbar instead of the Horizontal one. Which statement is true?

A. The only Vertical Toolbar that you can enable is the Notifications Toolbar.

B. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.

C. TheVertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.

D. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.

Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.

Whichoption allows the customer to address the problem, so that all users can get articles in their native language?

A. Modify the original base locales of the articles to match the target language.

B. Deploy the Auto-Translate option on existing articles andturn on the "auto-Translate new articles" feature.

C. Enable new locales for the languages to be used and provision designated users to translate the articles.

D. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.

Your customer is asking for amodification 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 Status Values

C. Manage Service Request Categories

D. Manage Service Request Severities

E. Manage Service Request Queue

F. Manage Service Request Resolutions

You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is somestandard 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: nnn- [email protected]. {# #SR0000003056# #}"

Which statement is true?

A. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

B. You have to edit the e-mail template and add HTML code to customize the standard text section.

C. You can eliminate part of the standard message, butcannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

D. 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.

Which option describes the automated page presentation for incoming calls?

A. a feature that displays a caller-appropriate application page based on your customer's native language when you answeryour phone

B. 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

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 detailed caller profile based on your customer's country when you answer your phone

Which two options are true about role synchronization for Digital Customer Service (DCS)?

A. is required for every DCS instance

B. also synchronizes userIDs and passwords between DCS and Engagement Cloud

C. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

D. is real time

Which is the main reason for this issue?

A. There are no specific e-mail tasks available.

B. The environment was not provisioned correctly and the service module is missing.

C. The team members don't have the Email Administrator Role provisioned.

D. Theteam members have not established the e-mail feature on the Offerings page.

A service agent can create tasks from different system areas.

Identify three modules where a service agent can create and associate tasks.

A. Sales opportunities

B. Notes

C. Contacts

D. Social network

E. Service requests

Which three statements are true?

A. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.

B. 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.

C. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.

D. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.