NEW QUESTION 1
Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are 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. 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.
• B. Articles are available to users only after the application updates the knowledge base search inde
• C. This happens at regular intervals and there might be some elapsed time before the search index is updated.
• D. There is a configuration failure in the publishing tas
• E. 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.
• F. 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.

Answer: B

NEW QUESTION 2
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. An error will occur; no queue is assigned to the service request.
• B. The queue defined in the first evaluated rule is always assigned to the service request.
• C. The queue defined by default is the one assigned to the service request.
• D. The service request assignment will be unpredictable.

Answer: B

NEW QUESTION 3
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 Products
• B. Manage Service Request Status Values
• C. Manage Service Request Categories
• D. Manage Service Request Severities
• E. Manage Service Request Queue
• F. Manage Service Request Resolutions

Answer: ABCE

NEW QUESTION 4
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. requires less work and effort
• B. allows use of a simpler hierarchy
• C. allows the display of a product hierarchy specifically for service purposes
• D. allows you to use the same product hierarchy as sales

Answer: AD

NEW QUESTION 5
Select three correct limits and restrictions when importing data from a file.

• A. Both create and update operations are available for imported records.
• B. By default, the import starts immediately after it is activated.
• C. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
• D. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
• E. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.

Answer: ABC

NEW QUESTION 6
Milestones are not getting applied to service requests in the customer environment. Identify three causes.

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

Answer: ABC

NEW QUESTION 7
Which four statements are correct about hotkeys for Action Commands?

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

Answer: ABCD

NEW QUESTION 8
Which two options are true about reporting on milestones?

• A. Administrator-defined milestone data is not included in Analytics.
• B. No standard reports on milestones are provided.
• C. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
• D. An as-delivered SLA Infolet shows near-overdue and overdue milestones.

Answer: AD

NEW QUESTION 9
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 allows edits to dashboard pages.
• B. It requires the use of a sandbox to modify the fields associated with standard and custom objects.
• 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: B

NEW QUESTION 10
Which four actions does the REST API for Service Requests (SRs) allow?

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

Answer: ABCD

NEW QUESTION 11
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. There are no specific e-mail tasks available.
• B. The environment was not provisioned correctly and the service module is missing.
• C. The team members don’t have the Email Administrator Role provisioned.
• D. The team members have not established the e-mail feature on the Offerings page.

Answer: D

NEW QUESTION 12
If you did not use the Reference Implementation template 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 to map 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 13
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. Time Period
• B. Duration
• C. Available
• D. Interval
• E. Start/Stop

Answer: B

NEW QUESTION 14
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

• A. Chat with an Agent about a Service Request.
• B. View and edit attachments to a Service Request.
• C. Create a Service Request.
• D. Delete a Service Request.
• E. Add a message to a Service Request.

Answer: ABCD

NEW QUESTION 15
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
“Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081)
Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: nnn-test.fa.extservice.incoming.2@oracle.com. {#
#SR0000003056# #}”
Which statement is true?

• A. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
• B. You have to edit the e-mail template and add HTML code to customize the standard text section.
• C. You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
• D. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

Answer: C

NEW QUESTION 16
Identify the sequence of steps you must follow to disable the Service Communication channels.

• A. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.
• B. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the “Disable” column in “Service entitlements”
• C. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the “Communication” option.
• D. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the “Communication Channels” option.
• E. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the “Enable” column in “Communication Channels”.

Answer: C

NEW QUESTION 17
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. 1,3,2,4
• B. 3,2,4,1
• C. 2,4,3,1
• D. 1,2,3,4

Answer: D

NEW QUESTION 18
To create a new Survey object, you create a sandbox and set it as active.
Which two statements are correct while creating your Survey object in Application Composer?

• A. Multiple users cannot use your sandbox at the same time.
• B. You can set a second sandbox as Active at the same time in order to begin working on another new object.
• C. Your changes won’t be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.
• D. Your changes are isolated and do not impact other users’ configuration environments or the production environment.

Answer: CD

NEW QUESTION 19
You have been asked about some of the features of CTI 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. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
• B. 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.
• C. 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.
• D. There is not 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.

Answer: C

NEW QUESTION 20
Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?

• A. Validate that the product item is active and published.
• B. Verify that Eligible for Service is selected on the product item.
• C. Verify that Root Catalog is selected on the product groups.
• D. Validate that Allow Duplicate is selected on the product item.

Answer: A

NEW QUESTION 21
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. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
• B. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
• C. Lock the Profile Option for editing.
• D. Modify the Profile Value and save.
• E. Unlock and publish the new selected profile value.
• F. Select View > Detach.

Answer: BDE

NEW QUESTION 22
Which three statements are true about building Digital Customer Service (DCS) applications?

• A. Many DCS applications can be active in production at the same time.
• B. DCS includes a “reference implementation template” that illustrates recommended implementation practices.
• C. Only one version of a DCS application can be active in production at any time.
• D. DCS application can be embedded in other sites.

Answer: BCD

NEW QUESTION 23
Which option describes the automated page presentation for incoming calls?

• A. a feature that displays a caller-appropriate application page based on your customer’s native languagewhen 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 detailed caller profile based on your customer’s country when you answer your phone

Answer: D

NEW QUESTION 24
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