OEC Service Implementation Reviewer

Question 1

Your customer has informed you about a possible error in the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losing time and being ineffective.

What is causing the problem?

What is causing the problem?

Accepted Answer

b.	Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a Service Request token is also available,

Answer

a.	Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.

Answer

c.	Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.

Answer

d.	A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.

Question 2

2.	Which two are true characteristics about the lifecycle of a service request?

Accepted Answer

d.	"Closed" status is set by an automatic job after a specified number of days.

Accepted Answer

e.	Users can reopen a service request when the status is set to "Resolved".

Answer

a.	"Customer working" is one of the five seeded status types.

Answer

b.	If required, users can manually set the "Closed" status for a service request.
Auto-Close by system.

Answer

c.	Users can reopen a service request when the status is set to "Closed".
Once Closed it cannot be reopened.

Question 3

3.	Which is the correct order of steps to add and use a new condition columns to the entitlement rules for a standard coverage?
1)	Create a matrix class with the attribute.
2)	Modify a service mapping and add the desired attribute.
3)	Specify the values for new column in one or more entitlement rules.
4)	Use the new/modified entitlement type in the standard coverage.
5)	Include the attribute from the optional results columns to the available metrics.

Accepted Answer

d.	2, 4, 1, 5, 3

Answer

a.	1, 2, 5, 3, 4

Answer

b.	2, 1, 4, 5, 3

Answer

c.	1, 2, 3, 4, 5

Question 4

4.	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?

Accepted Answer

c.	Verify that Eligible for Service is selected on the product item.

Answer

a.	Validate that Allow Duplicate is selected on the product item.

Answer

b.	Verify that Root Catalog is selected on the product groups.

Answer

d.	Validate that the product item is active and published.

Question 5

5.	If you want to disable the ability to delete activities for all users, what action should you perform?

Accepted Answer

b.	Remove the "delete activities" privilege from all the roles for users who have this access.

Answer

a.	Remove the users of the roles who have the "delete activities" access.

Answer

c.	Remove the "delete activities" role from all the users who have this role.
Notes: delete activities is a privilege, not a role

Answer

d.	Remove the "delete activities" button from all pages used by the users who have this access.

Question 6

6.	A service agent can create tasks from different system areas. Identify three modules where a service agent can create and associate tasks.

Accepted Answer

b.	Service requests

Accepted Answer

c.	Sales opportunities

Accepted Answer

e.	Social network

Answer

a.	Contacts

Answer

d.	Notes

Question 7

7.	You need to extract all Service Request (SR) data from your Engagement Cloud site from the last 12 months. Identify two valid approaches to get this large volume of data.

Accepted Answer

c.	You can download image volumes of SR data from the Analytics interface.

Accepted Answer

d.	You must retrieve large volumes of data through a REST API endpoint.

Answer

a.	You can schedule a single export as an ESS job (also known as a "scheduled process") for ail 12months of SR data.

Answer

b.	You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on aperiodic basis, such as weekly or monthly.

Question 8

8.	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?

Accepted Answer

c.	Manage Service Request Status Values

Accepted Answer

d.	Manage Service Request Categories

Accepted Answer

e.	Manage Service Request Resolutions

Accepted Answer

f.	Manage Service Request Severities

Answer

a.	Manage Service Request Queue

Answer

b.	Manage Service Request Products

Question 9

9.	Your customer wants to have a vertical Media Toolbar instead of the Horizontal one. Which statement is true?

Accepted Answer

d.	The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.

Answer

a.	The only Vertical Toolbar that you can enable is the Notifications Toolbar.

Answer

b.	The Vertical Toolbar is always requited, while the Horizontal Toolbar and notifications are optional.

Answer

c.	You must set the Vertical Toolbar as the Default, and deactivate all Horizontal Toolbars.

Question 10

10.	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.

Accepted Answer

b.	The hierarchical structure of the categories helps to improve the service request classification.

Accepted Answer

d.	Categories facilitate the assignment of an agent to the service request.

Accepted Answer

e.	Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.

Answer

a.	Filter the selection of the product related to the service request, when filtering by a particular category.

Answer

c.	Categories determine the steps an agent must follow to close the service request.

Question 11

11.	Identify three correct options about the User Administration (My Profile, Sign Up, and/or Registrar.) Requests) components in Digital Customer Service (DCS).

Accepted Answer

b.	allow users to request access to the DCS instance (Sign Up)

Accepted Answer

c.	enable authenticated users to view details about their profile including their roles

Accepted Answer

d.	enable customer administrators to review and approve (or reject) access requests to the DCS instance

Answer

a.	enable agents to review and approve (or reject) access requests to the DCS instance

Question 12

12.	Your client has noticed that inbound emails from customers are not creating or updating requests. Which step should they perform to automate it?

Accepted Answer

a.	Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.

Answer

b.	Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.

Answer

c.	Adjust permissions on all customer's profiles,

Answer

d.	Adjust the inbound message filters.

Question 13

13.	Which two options are true about role synchronization for Digital Customer Service (DCS)?

Accepted Answer

b.	is required for every DCS instance

Accepted Answer

c.	is real time

Answer

a.	also synchronizes user IDs and passwords between DCS and Engagement Cloud

Answer

d.	enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

Question 14

14.	Because of capacity Issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2. Which two steps do you have to follow to limit the channel capacity as required?

Accepted Answer

a.	Select the Manage Capacities task.

Accepted Answer

d.	Modify the default values In the Capacity fields for the channels.

Answer

b.	In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.

Answer

c.	In the Work Assignments section, modify the default value in the Capacity field to a new value.

Question 15

15.	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?

Accepted Answer

b.	In Advanced Search, confirm Record Set = Assigned to Me.

Accepted Answer

c.	Click the Show Advanced Search icon.

Accepted Answer

d.	Change the section identified with Status = New.

Accepted Answer

e.	In Advanced Search, save and select the "Set as Default" box.

Accepted Answer

f.	In Advanced Search, Add Channel Type * Web

Answer

a.	In Advanced Search, select Action > Update.

Question 16

16.	Which two options are true about repotting on milestones?

Accepted Answer

b.	Administrator-defined milestone data is not included in Analytics.

Accepted Answer

d.	Milestone reporting is performed via the CRM Service Request Real-Time subject area.

Answer

a.	No standard reports on milestones are provided.

Answer

c.	An as-delivered SLA Info let shows near-overdue and overdue milestones.

Question 17

17.	In which three situations can default coverage be applied?

Accepted Answer

b.	to a specific customer account

Accepted Answer

d.	globally, to all service requests that do not have any other coverage

Accepted Answer

e.	for a specific period of time

Answer

a.	for a specific SR status

Answer

c.	for a specific SR category

Question 18

18.	Given the entitlement rules below, II a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
i.	Condition Column Severity = High
ii.	Calendar - 9 AM to 5 PM, Monday - Friday, US EST
iii.	Resolution Metric = 2880
iv.	Resolution Warning Threshold 120
v.	First Response Metric = 360
vi.	First Response Warning Threshold 120

Accepted Answer

a.	First Response is due on Friday, 12 noon EST.

Answer

b.	If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.

Answer

c.	Resolution is due on Saturday, 2 PM EST.

Answer

d.	If the SR is not resolved. Resolution warning will occur on Monday, 12 noon EST.

Question 19

19.	Which Four statements are correct about hotkeys for Action Commands?

Accepted Answer

c.	They can all be modified.

Accepted Answer

d.	They have default values.

Accepted Answer

e.	They allow a user to copy a service request.

Accepted Answer

f.	They allow a user to forward a service request.

Answer

a.	They can be assigned to a custom action script.

Answer

b.	They allow a user to escalate a service request.

Question 20

20.	One of your service agents needs a new search filter on his Service Requests' list page. How can the agent achieve this?

Accepted Answer

d.	Add fields from the advanced search functionality

Answer

a.	Create several personalized searches and relate them to each other.

Answer

b.	Grant the agent Administrator permissions to add new search filters.

Answer

c.	Create a new search through the application composer.

Question 21

21.	Which three statements are true?

Accepted Answer

a.	Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.

Accepted Answer

c.	Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.

Accepted Answer

d.	Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.

Answer

b.	Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.

Question 22

22.	When published, SmartText entries can be made available to which two options?

Accepted Answer

b.	all users (i.e., "Public")

Accepted Answer

e.	this folder (i.e. "Users with folder access only")

Answer

a.	specific users (i.e. "Select from list")

Answer

c.	you and your immediate coworkers (i.e. "My Group")

Answer

d.	yourself only (i.e. "Private")

Question 23

23.	Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

Accepted Answer

a.	Complete Category Name.

Accepted Answer

b.	Check the Active flag.

Accepted Answer

c.	Select the task Manage Service Request Categories.

Accepted Answer

f.	Select Create Category > Create Top-Level Category.

Answer

d.	Select Service Catalog in Functional Areas.

Answer

e.	Select Status ="Active".

Answer

g.	Select Create Category > Create Child Category.

Question 24

24.	What is the main function of the Data Security Policies?

Accepted Answer

b.	defines the data a particular user can see and/or modify

Answer

a.	defines the views or functionalities the user can access

Answer

c.	defines the privileges and roles a particular user can have

Answer

d.	defines the actions a particular user can do

Answer

e.	defines the views the application can access

Question 25

25.	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?

Accepted Answer

a.	Configure your self-registrations so that they are automatically approved.

Accepted Answer

b.	Configure the self-registrations to restrict registration to only existing Contacts.

Accepted Answer

d.	Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" task.

Answer

c.	Disable the anonymous access option in your DCS application.

Question 26

26.	If you did not use the Reference Implementation template for your Digital Customer Service (DCS) application, you will_____.

Accepted Answer

a.	be required to create all of your own components for the display of Engagement Cloud objects

Answer

b.	not be able to preview your application before you publish it

Answer

c.	have to contact Oracle Support for the permission to deploy your custom DCS application

Answer

d.	be required to map roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role

Question 27

27.	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?

Accepted Answer

d.	Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service

Answer

a.	Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects

Answer

b.	Setup and maintenance > Service > Configuration and Security > 5ervice Request > Manage Oracle Social Network Objects for Service

Answer

c.	Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service

Question 28

28.	Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?

Accepted Answer

a.	Create an entitlement rule that specifies:
•	Condition Column Severity - High
•	Calendar = 24 by 7
•	-.Resolution Metric = 1440
•	Resolution Warning Threshold 180
•	Appropriate Start and End Dates

Accepted Answer

b.	Do not choose any optional criteria columns.

Accepted Answer

c.	Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.

Answer

d.	Choose all optional result columns.

Question 29

29.	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?

Accepted Answer

d.	The team members have not enabled the e-mail feature on the Offerings page.

Answer

a.	The team members don't have the Email Administrator Role provisioned.

Answer

b.	The environment was not provisioned correctly and the Service module is missing.

Answer

c.	There are no specific email tasks available.

Question 30

30.	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?

Accepted Answer

a.	allows use of a simpler hierarchy

Accepted Answer

b.	allows the display of a product hierarchy specifically for service purposes

Answer

c.	allows you to use the same product hierarchy as sales

Answer

d.	requires less work and effort

Question 31

31.	Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received. What is the problem?

Accepted Answer

d.	Incoming messages have a custom filter.

Answer

a.	An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.

Answer

b.	The configured frequency to retrieve emails is too long.

Answer

c.	Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE

Question 32

32.	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"?

Accepted Answer

b.	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".

Answer

a.	Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.

Answer

c.	Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.

Answer

d.	Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk' profile option, and activate It.

Answer

e.	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

f.	Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREAT10N_EDITION" profile option, and set the "Site" value to "Yes".

Question 33

33.	Which three options are defined by a standard coverage rule?

Accepted Answer

a.	the start and end date for applying the rule

Accepted Answer

c.	the time in minutes before the First Response milestone is due

Accepted Answer

e.	a condition that applies based on the severity of the service request

Answer

b.	a commitment to handle SRs within certain SLAs

Answer

d.	the date and time of the last customer response

Question 34

34.	Your customer has noticed that emails 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?

Accepted Answer

a.	a configured Job to process inbound emails

Answer

b.	an inbound message filter per time schedule 9

Answer

c.	an inbound message filter per sender

Answer

d.	a configured profile option to schedule the retrieval of emails

Question 35

35.	Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

Accepted Answer

c.	Specify the warning threshold for the milestone in the standard coverages.

Accepted Answer

e.	Configure the email template to be used for notification.

Accepted Answer

f.	Configure an object workflow action to send the email when the milestone status changes to warning.

Answer

a.	Add an extension column to the milestone object to hold the warning threshold value.

Answer

b.	Create standard text to be posted to the message thread.

Answer

d.	Configure an analytics report showing milestones in warning status.

Question 36

36. You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles. Which three options achieve your customer's requirement?

Accepted Answer

a.	Make them available internally to agents as part of the Service Request Knowledge Panel.

Accepted Answer

c.	Make them available to employees and agents via My Knowledge.

Accepted Answer

e.	Make them available externally to customers via Digital Customer Service (DCS).

Answer

b.	Make them available to external users by giving them access to the internal "My Knowledge"

Answer

d.	Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.

Question 37

37.	Which four of the following are required to connect to the Engagement Cloud REST API?

Accepted Answer

a.	a user with role access to the object being called

Accepted Answer

d.	the use of SSL

Accepted Answer

e.	the correct URI

Accepted Answer

f.	a general understanding of REST resource types

Answer

b.	VPN access to your Engagement Cloud instance

Answer

c.	the use of Java

Question 38

38.	Which statement is correct when describing the process of adding assignment rules from Service Setup?

Accepted Answer

a.	Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.

Answer

b.	Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.

Answer

c.	Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.

Question 39

39.	Which two steps are needed to create a new business object in Digital Customer Service?

Accepted Answer

b.	Map a Visual Builder Cloud Service business object to the object API.

Accepted Answer

c.	Assign the new business object to a new component.

Answer

a.	Assign object access roles to an administrative user.

Answer

d.	Assign the new business object to a page.

Question 40

40.	Which six Digital Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?

Accepted Answer

a.	UI components

Accepted Answer

b.	Themes

Accepted Answer

d.	Business objects

Accepted Answer

e.	Languages

Accepted Answer

f.	Pages

Accepted Answer

h.	Templates

Answer

c.	Object triggers

Answer

g.	Object workflows

Question 41

41.	Your customer has three service request child categories under the top-level service request category "Accounts":
* Gold Accounts
* Sliver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts' category. Which option meets the requirement?

Accepted Answer

d.	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.

Answer

a.	In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Child Categories, search for the "Accounts" Category and deselect the "Active" Column.

Answer

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.

Answer

c.	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.

Question 42

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?

Accepted Answer

c.	The signed-in user does not have the appropriate access privileges to a toolbar.

Accepted Answer

d.	You have not enabled the Computer Telephony Integration (CTI) service.

Answer

a.	The only toolbar enabled is the default one, and you must configure at least two.

Answer

b.	You entered a toolbar height that is not more than 70 pixels.

Answer

e.	You did not enable the vertical toolbar which is required, while the horizontal Is optional.

Question 43

43.	Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

Accepted Answer

c.	It includes a preview option for all standard and custom object pages.

Accepted Answer

d.	It requires the use of a sandbox to modify the fields associated with standard and custom objects.

Answer

a.	It allows edits to Dashboard pages. (Page composer)

Answer

b.	It requires proper permissions to use the tool and additional permissions to edit the desired object.

Question 44

44.	Your customer asked you to modify the default severity value for new service requests. Which three steps should you follow to make the change?

Accepted Answer

a.	Modify the Profile Value and save.

Accepted Answer

b.	Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.

Accepted Answer

f.	Select the profile SVC_SR_DEFAULT_SEVERITY_CD

Answer

c.	Select View > Detach.

Answer

d.	Unlock and publish the new selected profile value.

Answer

e.	Lock the Profile Option for editing.

Question 45

45.	What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

Accepted Answer

a.	Add images as the product image will not be pulled from Engagement Cloud.

Accepted Answer

b.	Add product ID(s) to the database component.

Accepted Answer

c.	Configure products groups and product items in Engagement Cloud.

Answer

d.	Add the Product object to your DCS application.

Question 46

46.	What should you do to enable Password Reset in Digital Customer Service (DCS)?

Accepted Answer

a.	Obtain the Change Password Link and add it to your DCS page.

Answer

b.	Add the Password Reset component to your DCS application.

Answer

c.	Enable the "Password Reset" option in the User Administration component.

Answer

d.	Instruct users that they can only change their password by chatting with an agent.

Question 47

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

Accepted Answer

b.	Create a Service Request.

Accepted Answer

c.	Chat with an Agent about a Service Request.

Accepted Answer

d.	View and edit attachments to a Service Request.

Accepted Answer

e.	Delete a Service Request.

Answer

a.	Add a message to a Service Request.

Question 48

48.	You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

Accepted Answer

c.	You can send an e-mail notification to specified recipients.

Accepted Answer

d.	You can define the workflow to run when certain fields of the SR object are changed.

Accepted Answer

e.	You can modify the workflow to update field values within the SR object.

Accepted Answer

f.	You can generate tasks for the SR object from the workflow.

Answer

a.	You will be required to code any new workflow actions in Groovy.

Answer

b.	You must make the changes using the Page Composer tool.

Question 49

49.	service requests.

Accepted Answer

a.	the attributes of service requests to use as criteria for your rule assignments

Accepted Answer

b.	the attributes of queues to use as criteria for your rule assignments

Accepted Answer

d.	the rule sets you want to create and the rules to include in each rule set

Answer

c.	the candidates of queues to use as criteria for your rule assignments

Answer

e.	the candidates of service requests to use as criteria for your rule assignments

Question 50

50.	You are creating or editing a SmartText entry. Which four options can you insert into the entry?

Accepted Answer

b.	Text

Accepted Answer

d.	Tables

Accepted Answer

e.	URLs

Accepted Answer

f.	Variables

Answer

a.	Other SmartText entries a

Answer

c.	Images

Question 51

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

Accepted Answer

a.	Entitlement rules are not valid for the service request.

Accepted Answer

c.	The scheduled process has not been set up.

Accepted Answer

d.	No default coverages are set up.

Answer

b.	The Starts When criteria of the milestone is not True.

Question 52

52.	Which three types of data are included in the Interaction associated with a normal call flow?

Accepted Answer

a.	Contact name

Accepted Answer

c.	Service Request create date

Accepted Answer

e.	Agent name

Answer

b.	Channel

Answer

d.	Start time of the call

Question 53

53.	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.

Accepted Answer

c.	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.

Answer

a.	There is no 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

b.	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.

Answer

d.	Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

Question 54

54.	Which option describes the automated page presentation for incoming calls?

Accepted Answer

d.	a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone

Answer

a.	a feature that displays a detailed caller profile based on your customer's country when you answer your phone

Answer

b.	a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone

Answer

c.	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

Question 55

55.	Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

Accepted Answer

a.	You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1and 5.

Accepted Answer

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.

Answer

b.	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. (wrong: You can create a trigger on the TroubleTicket object using the After Changes Posted to the Database trigger event)

Answer

c.	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.

Question 56

56.	Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

Accepted Answer

a.	It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.

Accepted Answer

c.	It enables anonymous users to search the DCS knowledge base.

Answer

b.	It is configured exclusively via the Engagement Cloud Security Console.

Answer

d.	It does not require matching passwords between Engagement Cloud and DCS.

Question 57

57.	Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English. 
Which option allows the customer to address the problem, so that all users can get articles in their native language?

Accepted Answer

b.	Enable new locales for the languages to be used and provision designated users to translate the articles.

Answer

a.	Diagnose the usage of the articles to eliminate all non used documents to avoid unnecessary translations.

Answer

c.	Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles "feature.

Answer

d.	Modify the original base locales of the articles to match the target language.

Question 58

58.	Which two statements ate true regarding the Audit History tab of a Service Request?

Accepted Answer

c.	It is exportable to Excel.

Accepted Answer

e.	It allows users to save searches for later reuse.

Answer

a.	It is enabled by default.

Answer

b.	It is available only to authorized administrators.

Answer

d.	It is searchable by date range, username, event type, event severity, and event duration.

Question 59

59.	Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

Accepted Answer

a.	Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.

Accepted Answer

b.	Milestones are customizable by an administrator to include any number of organization-specific milestone types.

Accepted Answer

c.	Milestones are actions on a service request (SR) that must be completed by a specific time.

Answer

d.	Milestones are commitments to handle SRs within certain timelines. (entitlements)

Answer

e.	Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.

Question 60

60.	Oracle Engagement Cloud provides tools to add of modify which six types of entities?

Accepted Answer

a.	Themes

Accepted Answer

b.	Reports

Accepted Answer

e.	Objects

Accepted Answer

f.	Roles and privileges

Accepted Answer

g.	Object workflow

Accepted Answer

h.	Fields

Answer

c.	Exports

Answer

d.	Icons

Question 61

61.	Which two keyboard shortcuts can be modified?

Accepted Answer

c.	Create Service Request

Accepted Answer

d.	Save and Continue

Answer

a.	Save and Close

Answer

b.	Cancel

Answer

e.	OK

Question 62

62.	When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1)	Update the English messages 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.

Accepted Answer

a.	1,2,3,4

Answer

b.	3,2,4,1

Answer

c.	2,4,3,1

Answer

d.	1,3,2,4

Question 63

63.	Which four actions does the REST API for Service Requests (SRs) allow?

Accepted Answer

b.	Update SR assignee

Accepted Answer

c.	Delete SR by SR number

Accepted Answer

d.	Update SR milestone

Accepted Answer

e.	Create SR

Answer

a.	Delete SR by SR title a

Question 64

64.	A new customer has acquired Engagement Cloud and you have been asked to enable Knowledge Management for their Engagement Cloud site. You know you have to follow the correct order of actions to do so.
Which two options do you have to carry out first to start the implementation of Knowledge Management?

Accepted Answer

a.	Use the task "Manage Service Request Knowledge Profile Options" to enable Knowledge.

Accepted Answer

b.	Ensure you have the "Knowledge Manager" role.

Answer

c.	Use the "Manage Knowledge Locales" task to set a default locale on user.

Answer

d.	Enable the "My Knowledge Menu" for the Help Desk.

Answer

e.	Use the task 'Manage Administrator Profile Values" to enable My Knowledge.

Answer

f.	 Schedule the Knowledge Search Batch Process to run every 15 minutes.

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