Aug 14, 2022 Reliable Study Materials for 1Z0-1064-21 Exam Success For Sure
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NEW QUESTION 37
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. Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.
- B. Categories determine the steps an agent must follow to close the service request.
- C. Filter the selection of the product related to the service request, when filtering by a particular category.
- D. The hierarchical structure of the categories helps to improve the service request classification.
- E. Categories facilitate the assignment of an agent to the service request.
Answer: A,D,E
NEW QUESTION 38
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 newcatalog.
What are two advantages of creating a new service catalog instead of using an existing one?
- A. allows the display of a product hierarchy specifically for service purposes
- B. requires less work and effort
- C. allows you to use the same product hierarchy as sales
- D. allows use of a simpler hierarchy
Answer: B,C
NEW QUESTION 39
Your customer has noticed thatemails 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. a configured job to process inbound emails
- D. an inbound message filter per time schedule
Answer: D
NEW QUESTION 40
If you did not use the Reference Implementationtemplate 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 tomap 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 41
Which two steps are needed to create a new business object in Digital Customer Service?
- A. Assign object access roles to an administrative user.
- B. Map a Visual Builder Cloud Service business object to the object API.
- C. Assign the new business object to a new component.
- D. Assign the new business object to a page.
Answer: A,B
NEW QUESTION 42
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 profilevalue.
- B. Navigate to Setup andMaintenance > Service > Service Request > Manage Service Request Profile Options.
- C. Lock the Profile Option for editing.
- D. Modify the Profile Value and save.
- E. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
- F. Select View > Detach.
Answer: A,D,E
NEW QUESTION 43
Which three subobject functions are included in the REST API for Service Requests (SRs)?
- A. Update SR reference
- B. Delete message
- C. Update resource manager
- D. Update resource member
- E. Delete activity
Answer: A,D,E
NEW QUESTION 44
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
- A. The scheduledprocess has not been set up.
- B. No default coverages are set up.
- C. The Starts When criteria of the milestones is not True.
- D. Entitlement rules are not valid for the service request.
Answer: A,B,C
NEW QUESTION 45
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
- A. Add product ID(s) to the database component.
- B. Add the Product object to your DCS application.
- C. Configure products groups and product items in Engagement Cloud.
- D. Add images as the productimage will not be pulled from Engagement Cloud.
Answer: A,B,C
NEW QUESTION 46
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 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 caller-appropriate application page based on your customer's native language when you answeryour phone
Answer: A
NEW QUESTION 47
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?
- A. You can generate tasks for the SR object from the workflow.
- B. You must make the changes using the Page Composer tool.
- C. You can modify the workflow to update field values within the SR object.
- D. You can send an e-mail notification to specified recipients.
- E. You will be required to code any new workflow actions in Groovy.
- F. You can define the workflow to run when certain fields of the SRobject are changed.
Answer: A,C,D,F
NEW QUESTION 48
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 queuefor these service requests?
- A. The service request assignment will be unpredictable.
- B. The queue defined by default is the one assigned to the servicerequest.
- C. The queue defined in the first evaluated rule is always assigned to the service request.
- D. An error will occur; no queue is assigned to the service request.
Answer: C
NEW QUESTION 49
Your client needs to associate a product item to a product group but cannot make the association. Whatshould you check to identify the cause?
- A. Verify that Eligible for Service is selected on the product item.
- B. Verify that Root Catalog is selected on the product groups.
- C. Validate that the product item is active and published.
- D. Validate that AllowDuplicate is selected on the product item.
Answer: C
NEW QUESTION 50
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, save and select the "Set as Default" box.
- B. Click the Show Advanced Search icon.
- C. In Advanced Search, confirm Record Set = Assigned to Me.
- D. In Advanced Search, select Action > Update.
- E. Change the section identified with Status = New
- F. In Advanced Search, Add Channel Type = Web.
Answer: A,B,C,E,F
NEW QUESTION 51
You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?
- A. Duration
- B. Start/Stop
- C. Available
- D. Interval
- E. Time Period
Answer: A
NEW QUESTION 52
Select three correct limits and restrictions when importing data from a file.
- A. Both create and update operations are available for imported records.
- B. If the valuesin the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
- C. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
- D. By default, the import starts immediately after itis activated.
- E. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
Answer: A,C,D
NEW QUESTION 53
If you want to disable the ability to delete activities for all users, what action should you perform?
- A. Remove the "delete activities" role from all the users who have this role.
- B. Remove the "delete activities" button from all pages used by the users who have this access.
- C. Remove the users of the roles who have the "delete activities" access.
- D. Remove the "delete activities" privilege from all the roles for users who have this access.
Answer: C
NEW QUESTION 54
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasonsfor this behavior?
- A. You have not enabled the Computer Telephony Integration (CTI) service.
- B. The only toolbar enabled is the default one, and you must configure at least two.
- C. You entered a toolbar height that is not more than 70 pixels.
- D. The signed-in user does not have the appropriate access privileges to a toolbar.
- E. You did not enable the vertical toolbar which is required, while the horizontal is optional.
Answer: A,E
NEW QUESTION 55
A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.
- A. Notes
- B. Social network
- C. Service requests
- D. Contacts
- E. Sales opportunities
Answer: B,C,E
NEW QUESTION 56
Which three types of data are included in the interaction associatedwith a normal call flow?
- A. Contact name
- B. Agent name
- C. Service Request create date
- D. Channel
- E. Start time of the call
Answer: A,B,C
NEW QUESTION 57
Your customer has three service request child categories under the top-level service requestcategory
"Accounts":
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?
- A. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
- B. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
- C. In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column.
- D. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
Answer: B
NEW QUESTION 58
What three things should you do once you have established a global default coverage?
- A. Use Application Composer to include milestones on the Service Request Layout if desired.
- B. Create an ESS job to Aggregate Service Requests.
- C. Createan ESS job to Monitor Service Request Milestones.
- D. Use Application Composer to configure warning emails about milestone compliance events.
Answer: A,B,C
NEW QUESTION 59
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 requires the use of a sandbox to modify the fieldsassociated with standard and custom objects.
- B. It requires proper permissions to use the tools and additional permissions to edit the desired object.
- C. It allows edits to dashboard pages.
- D. In includes a preview option for all standard and custom object pages.
Answer: A
NEW QUESTION 60
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