Oracle Engagement Cloud 2019 Implementations Essentials

QUESTION NO: 1
Your customer is asking for a modification 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 Resolutions B. Manage Service Request Queue C. Manage Service Request Status Values D. Manage Service Request Products E. Manage Service Request Categories F. Manage Service Request Severities

Correct Answer: B,C,D,E

QUESTION NO: 2
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: 3
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 queue for these service requests?

A. The queue defined in the first evaluated rule is always assigned to the service request. B. The queue defined by default is the one assigned to the service request. C. An error will occur; no queue is assigned to the service request. D. The service request assignment will be unpredictable.

Correct Answer: A

QUESTION NO: 4
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: 5
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

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

Correct Answer: B,C,E

QUESTION NO: 6
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?

A. Object triggers B. Templates C. Pages D. UI components E. Languages F. Object workflows G. Themes H. Business objects

Correct Answer: A,B,C,F,G,H

QUESTION NO: 7
Select the correct procedure to enable the Audit History tab for Service Requests.

A. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration. B. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration. C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration. D. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under
"Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the
"Active Filters" list.Save the configuration.

Correct Answer: B

QUESTION NO: 8
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. 1,2,3,4 B. 2,4,3,1 C. 1,3,2,4 D. 3,2,4,1

Correct Answer: A

Oracle Engagement Cloud 2019 Implementations Essentials - 1Z0-1064 Exam Questions