Oracle Engagement Cloud 2019 Implementations Essentials

QUESTION NO: 1
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

A. Create several personalized searches and create them to each other. B. Add fields from the advanced search functionality. C. Create a new search through the application composer. D. Grant the agent Administrator permissions to add new search filters.

Correct Answer: C

QUESTION NO: 2
Which four statements are correct about hotkeys for Action Commands?

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

Correct Answer: C,D,E,F

QUESTION NO: 3
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

A. No default coverages are set up. B. The Starts When criteria of the milestones is not True. C. The scheduled process has not been set up. D. Entitlement rules are not valid for the service request.

Correct Answer: A,B,C

QUESTION NO: 4
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 status C. to a specific customer account D. for a specific SR category E. for a specific period of time

Correct Answer: A,D,E

QUESTION NO: 5
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

A. In includes a preview option for all standard and custom object pages. 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. It requires the use of a sandbox to modify the fields associated with standard and custom objects.

Correct Answer: D

QUESTION NO: 6
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. Add images as the product image will not be pulled from Engagement Cloud. D. Configure products groups and product items in Engagement Cloud.

Correct Answer: A,B,D

QUESTION NO: 7
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 team members have not established the e-mail feature on the Offerings page. B. The environment was not provisioned correctly and the service module is missing. C. There are no specific e-mail tasks available. D. The team members don't have the Email Administrator Role provisioned.

Correct Answer: A

QUESTION NO: 8
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 set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5 C. 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. 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.

Correct Answer: B,C

Oracle Engagement Cloud 2019 Implementations Essentials - 1Z1-1064 Exam Questions