Oracle 1z0-1064 Free Practice Questions

NEW QUESTION 1
Which two keyboard shortcuts can be modified?

• A. OK
• B. Create Service Request
• C. Cancel
• D. Save and Continue
• E. Save and Close

Answer: AB

NEW QUESTION 2
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. 2,4,3,1
• D. 1,2,3,4

Answer: D

NEW QUESTION 3
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: BC

NEW QUESTION 4
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 the task Manage Service Request Categories.
• D. Select Status = “Active”.
• E. Select Service Catalog in Functional Areas.
• F. Select Create Category > Create Child Category.
• G. Complete Category Name.

Answer: ACDF

NEW QUESTION 5
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_KNOWLEDGE_FAVORITING is set to N.
• C. The batch job for recommendations has not been executed.
• D. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
• E. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.

Answer: A

NEW QUESTION 6
You are creating or editing a SmartText entry. Which four options can you insert into the entry?

• A. URLs
• B. Tables
• C. Images
• D. Variables
• E. Text
• F. Other SmartText entries

Answer: BDEF

NEW QUESTION 7
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 orde
• B. 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.
• C. Rules follow a priority orde
• D. 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.
• E. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisione
• F. The URL is empty so the system shows the contact edit page.
• G. Screen pops are not configurabl
• H. 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 8
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

• A. Add an extension column to the milestone object to hold the warning threshold value.
• B. Configure an analytics report showing milestones in warning status.
• C. Specify the warning threshold for the milestone in the standard coverages.
• D. Create standard text to be posted to the message thread.
• E. Configure the email template to be used for notification.
• F. Configure an object workflow action to send the email when the milestone status changes to warning.

Answer: BCE

NEW QUESTION 9
Milestones are not getting applied to service requests in the customer environment. Identify three causes.

• A. The scheduled process 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.

Answer: ABC

NEW QUESTION 10
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. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
• B. 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.
• C. 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.
• D. 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.

Answer: C

NEW QUESTION 11
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. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
• B. Do not choose any optional criteria columns.
• C. Choose all optional result columns.
• D. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates

Answer: ABD

NEW QUESTION 12
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. 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. The team members have not established the e-mail feature on the Offerings page.

Answer: D

NEW QUESTION 13
Which three subobject functions are included in the REST API for Service Requests (SRs)?

• A. Update SR reference
• B. Update resource manager
• C. Delete activity
• D. Update resource member
• E. Delete message

Answer: ACD

NEW QUESTION 14
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

• A. 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.
• B. 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.
• C. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
• D. Multi-Language Capabilities: Users can create their articles in their native language and enableAuto-Translate to make it available to users from other regions with different languages without effort.
• E. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.

Answer: ABE

NEW QUESTION 15
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. The configured frequency to retrieve emails is too long.
• C. Incoming messages have a custom filter.
• D. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.

Answer: C

NEW QUESTION 16
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

• A. It allows edits to dashboard pages.
• B. It requires the use of a sandbox to modify the fields associated with standard and custom objects.
• C. It requires proper permissions to use the tools and additional permissions to edit the desired object.
• D. In includes a preview option for all standard and custom object pages.

Answer: B

NEW QUESTION 17
In which three situations can default coverage be applied?

• A. globally, to all service requests that do not have any other coverage
• B. for a specific SR category
• C. for a specific SR status
• D. for a specific period of time
• E. to a specific customer account

Answer: ABD

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. Create an ESS job to Aggregate Service Requests.
• C. Use Application Composer to configure warning emails about milestone compliance events.
• D. Use Application Composer to include milestones on the Service Request Layout if desired.

Answer: ABD

NEW QUESTION 19
If you did not use the Reference Implementation template for your Digital Customer Service (DCS) application, you will .

• A. not be able to preview your application before you publish it
• B. have to contact Oracle Support for the permission to deploy your custom DCS application
• C. be required to map roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
• D. be required to create all of your own components for the display of Engagement Cloud objects

Answer: D

NEW QUESTION 20
You have been instructed to implement the “My Knowledge” page for your customer’s Engagement Cloud site.
Which is the correct first action in configuring “My Knowledge”?

• A. Use the task “Manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for All Users” profile option, and activate it.
• B. Use the task “manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for Service” profile option, and activate it.
• C. Use the task “Manage Service Request knowledge Profile Options”, search for the “SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS” profile option, and set “Site” value to “Yes”.
• D. Use the task “Manage Service Request knowledge Profile Options”, search for the “SVC_ENABLE_ARTICLE_CREATION_EDITION” profile option, and set the “SITE” value to “Yes”.
• E. Use the task “Manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for Help Desk” profile option, and activate it.
• F. Use the task “Manage Service Request knowledge Profile Options”, search for the “SVC_ENABLE_KNOWLEDGE_IN_SR” profile option, and set “SITE” value to “Yes”.

Answer: A

NEW QUESTION 21
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