Oracle 1z0-993 Free Practice Questions

NEW QUESTION 1
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 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
• B. Do not choose any optional criteria columns.
• C. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
• D. Choose all optional result column

Answer: A

NEW QUESTION 2
If you want to disable the ability to delete activities for all users, what action should you perform?

• A. Remove the users of the roles who have the "delete activities" access.
• B. Remove the "delete activities" privilege from all the roles for users who have this access.
• C. Remove the "delete activities" role from all the users who have this role.
• D. Remove the "delete activities" button from all pages used by the users who have this acces

Answer: A

NEW QUESTION 3
Which two keyboard shortcuts can be modified?

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

Answer: CE

NEW QUESTION 4
Digital Customer Service application configuration settings in json.cfg include which four options?

• A. Knowledge management article links
• B. Service request links
• C. Default notification preferences
• D. Default communication preferences
• E. Default chat channel preferences
• F. Default time zone.
• G. Knowledge management language locales
• H. Product and category filtering

Answer: ABGH

NEW QUESTION 5
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

• A. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
• B. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
• C. Milestones are actions on a service request (SR) that must be completed by a specific time.
• D. Milestones are commitments to handle SRs within certain timelines.
• E. Milestones can be one of four default types: 'First Response', 'Second Response’, 'Final Action', and 'Resolution'.

Answer: ABE

NEW QUESTION 6
In which three situations can default coverage be applied?

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

Answer: CDE

NEW QUESTION 7
You have been asked about some of the features of CT1 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 no 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 8
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 use of a simpler hierarchy
• B. allows the display of a product hierarchy specifically for service purposes
• C. allows you to use the same product hierarchy as sales
• D. requires less work and effort

Answer: CD

NEW QUESTION 9
Your customer wants their milestones to only be due during working hours on weekdays. What characteristics of the Coverage Times must be configured?

• A. The customer must configure at least one interval for every day from Monday to Friday.
• B. The customer must set the time zone to UTC
• C. The customer must configure a lunch break on weekdays.
• D. The customer can optionally configure intervals for Saturday and Sunda

Answer: A

NEW QUESTION 10
A new customer has acquired Engagement Cloud and you have been asked to enable Knowledge Management for their Engagement Cloud site. You know you have to follow the correct order of actions to do so. Which two options do you have to carry out first to start the implementation of Knowledge Management?

• A. Use the task "Manage Service Request Knowledge Profile Options" to enable Knowledge.
• B. Ensure you have the "Knowledge Manager" role.
• C. Use the "Manage Knowledge Locales" task to set a default locale on user.
• D. Enable the "My Knowledge Menu" for the Help Desk.
• E. Use the task 'Manage Administrator Profile Values" to enable My Knowledg
• F. D F) Schedule the Knowledge Search Batch Process to run every 15 minutes.

Answer: CE

NEW QUESTION 11
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 Job to process inbound emails
• B. an inbound message filter per time schedule 9
• C. an inbound message filter per sender
• D. a configured profile option to schedule the retrieval of emails

Answer: B

NEW QUESTION 12
Which four actions does the REST API for Service Requests (SRs) allow?

• A. Delete SR by SR title a
• B. Update SR assignee
• C. Delete SR by SR number
• D. Update SR milestone
• E. Create SR

Answer: BCDE

NEW QUESTION 13
Your customer has asked you to investigate a possible bug In their Engagement Cloud Knowledge Base-Users ate 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. 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.
• 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. There is a configuration failure in the publishing tas
• D. 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.
• E. Articles are available to users only after the application updates the knowledge base search inde
• F. This happens at regular intervals and there might be some elapsed time before the search Index is updated.

Answer: D

NEW QUESTION 14
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. Modify the Profile Value and save.
• B. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
• C. Select View > Detach.
• D. Unlock and publish the new selected profile value.
• E. Lock the Profile Option for editing.
• F. Select the profile SVC_SR_DEFAULT_SEVERITY_CD

Answer: ADF

NEW QUESTION 15
You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer's requirement?

• A. Make them available internally to agents as part of the Service Request Knowledge Panel.
• B. Make them available to external users by giving them access to the internal “My Knowledge”
• C. Make them available to employees and agents via My Knowledge.
• D. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
• E. Make them available externally to customers via Digital Customer Service (DCS).

Answer: CDE

NEW QUESTION 16
Which three options are defined by a standard coverage rule?

• A. the start and end date for applying the rule
• B. a commitment to handle SRs within certain SLAs
• C. the time in minutes before the First Response milestone is due
• D. the date and time of the last customer response
• E. a condition that applies based on the severity of the service request

Answer: CDE

NEW QUESTION 17
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. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE
• D. Incoming messages have a custom filte

Answer: D

NEW QUESTION 18
Which Four statements are correct about hotkeys for Action Commands?

• A. They can be assigned to a custom action script.
• B. They allow a user to escalate a service request.
• C. They can all be modified.
• D. They have default values.
• E. They allow a user to copy a service request.
• F. They allow a user to forward a service reques

Answer: BCDF

NEW QUESTION 19
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 event

Answer: ABC

NEW QUESTION 20
Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them. Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

• A. In Advanced Search, select Action > Update.
• B. In Advanced Search, confirm Record Set = Assigned to Me.
• C. Click the Show Advanced Search icon.
• D. Change the section identified with Status = New.
• E. In Advanced Search, save and select the "Set as Default" box.
• F. In Advanced Search, Add Channel Type * We

Answer: BCDEF

NEW QUESTION 21
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. Screen pops are not configurabl
• B. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
• 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. Rules do not follow an orde
• F. 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.
• G. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisione
• H. The URL is empty so the system shows the contact edit page.

Answer: D

NEW QUESTION 22
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