Latest [Nov 21, 2021] 1Z0-1064-20 Exam with Accurate Oracle B2B Service 2020 Implementation Essentials PDF Questions
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NEW QUESTION 28
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?
- A. 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.
- 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 create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
Answer: B,C
NEW QUESTION 29
To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?
- A. Title, Status
- B. Title, Status, Problem Description
- C. Title, Category, Severity
- D. Title
- E. Title, Category, Severity, Status
Answer: E
NEW QUESTION 30
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
Answer: A
NEW QUESTION 31
Which two keyboard shortcuts can be modified?
- A. Cancel
- B. OK
- C. Save and Close
- D. Create Service Request
- E. Save and Continue
Answer: B,D
NEW QUESTION 32
You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure user self-registration in your DCS application?
- A. Disable the anonymous access option in your DCS application.
- B. Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" task.
- C. Configure your self-registrations so that they are automatically approved.
- D. Configure the self-registrations to restrict registration to only existing Contacts.
Answer: A,C,D
NEW QUESTION 33
You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?
- A. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
- B. Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
- C. Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects
- D. Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
Answer: B
NEW QUESTION 34
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 batch job for recommendations has not been executed.
- B. The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
- C. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
- D. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
- E. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
Answer: B
NEW QUESTION 35
Which four actions does the REST API for Service Requests (SRs) allow?
- A. Update SR assignee
- B. Delete SR by SR number
- C. Delete SR by SR title
- D. Create SR
- E. Update SR milestone
Answer: A,B,D,E
NEW QUESTION 36
Which three statements are true about building Digital Customer Service (DCS) applications?
- A. DCS application can be embedded in other sites.
- B. Only one version of a DCS application can be active in production at any time.
- C. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
- D. Many DCS applications can be active in production at the same time.
Answer: A,B,C
NEW QUESTION 37
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 values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
- C. By default, the import starts immediately after it is activated.
- D. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
- 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 38
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?
- A. It is configured exclusively via the Engagement Cloud Security Console.
- B. It does not require matching passwords between Engagement Cloud and DCS.
- C. It enables anonymous users to search the DCS knowledge base.
- D. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
Answer: A,C
NEW QUESTION 39
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.
- A. Milestones are actions on a service request (SR) that must be completed by a specific time.
- 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 can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.
- E. Milestones are commitments to handle SRs within certain timelines.
Answer: B,C,D
NEW QUESTION 40
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 Help Desk" profile option, and activate it.
- B. 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".
- C. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
- D. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
- E. 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".
- F. 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".
Answer: C
NEW QUESTION 41
In which three situations can default coverage be applied?
- A. to a specific customer account
- B. globally, to all service requests that do not have any other coverage
- C. for a specific period of time
- D. for a specific SR status
- E. for a specific SR category
Answer: B,C,E
NEW QUESTION 42
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasons for this behavior?
- A. You have not enabled the Computer Telephony Integration (CTI) service.
- B. The signed-in user does not have the appropriate access privileges to a toolbar.
- C. You entered a toolbar height that is not more than 70 pixels.
- D. The only toolbar enabled is the default one, and you must configure at least two.
- E. You did not enable the vertical toolbar which is required, while the horizontal is optional.
Answer: A,E
NEW QUESTION 43
Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Calendar = 9AM to 5 PM, Monday - Friday, US EST
Resolution Metric = 2880
Resolution Warning Threshold 120
First Response Metric = 360
First Response Warning Threshold
- A. First Response is due on Friday, 12 noon EST.
- B. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
- C. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
- D. Resolution is due on Saturday, 2 PM EST.
Answer: A,B
NEW QUESTION 44
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
- A. Add fields from the advanced search functionality.
- B. Create several personalized searches and create them to each other.
- C. Grant the agent Administrator permissions to add new search filters.
- D. Create a new search through the application composer.
Answer: D
NEW QUESTION 45
Which two steps are needed to create a new business object in Digital Customer Service?
- A. Assign the new business object to a page.
- B. Assign object access roles to an administrative user.
- C. Assign the new business object to a new component.
- D. Map a Visual Builder Cloud Service business object to the object API.
Answer: B,D
NEW QUESTION 46
If you want to disable the ability to delete activities for all users, what action should you perform?
- A. Remove the "delete activities" button from all pages used by the users who have this access.
- B. Remove the users of the roles who have the "delete activities" access.
- C. Remove the "delete activities" role from all the users who have this role.
- D. Remove the "delete activities" privilege from all the roles for users who have this access.
Answer: B
NEW QUESTION 47
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 fields associated with standard and custom objects.
- B. It allows edits to dashboard pages.
- 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: A
NEW QUESTION 48
Which two options are true about reporting on milestones?
- A. No standard reports on milestones are provided.
- B. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
- C. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
- D. Administrator-defined milestone data is not included in Analytics.
Answer: B,D
NEW QUESTION 49
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
- A. The Starts When criteria of the milestones is not True.
- B. The scheduled process has not been set up.
- C. No default coverages are set up.
- D. Entitlement rules are not valid for the service request.
Answer: A,B,C
NEW QUESTION 50
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 you to use the same product hierarchy as sales
- B. requires less work and effort
- C. allows the display of a product hierarchy specifically for service purposes
- D. allows use of a simpler hierarchy
Answer: A,B
NEW QUESTION 51
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