NEW QUESTION 1
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?

• A. Select Create Category > Create Top-Level Category.
• B. Check the Active flag.
• C. Select the task Manage Service Request Categories.
• D. Select Status = “Active”.
• E. Select Service Catalog in Functional Areas.
• F. Select Create Category > Create Child Category.
• G. Complete Category Name.

Answer: ACDF

NEW QUESTION 2
Which two statements are true regarding the Audit History tab of a Service Request?

• A. It is enabled by default.
• B. It is available only to authorized administrators.
• C. It is searchable by date range, username, event type, event severity, and event duration.
• D. It is exportable to Excel.
• E. It allows users to save searches for later reuse.

Answer: AE

NEW QUESTION 3
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 “delete activities” role from all the users who have this role.
• C. Remove the “delete activities” privilege from all the roles for users who have this access.
• D. Remove the users of the roles who have the “delete activities” access.

Answer: D

NEW QUESTION 4
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 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.
• C. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
• 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: BC

NEW QUESTION 5
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?

• A. Modify the original base locales of the articles to match the target language.
• B. Deploy the Auto-Translate option on existing articles and turn on the “auto-Translate new articles” feature.
• C. Enable new locales for the languages to be used and provision designated users to translate the articles.
• D. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.

Answer: C

NEW QUESTION 6
Which three statements are true?

• A. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
• B. 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.
• C. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
• D. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.

Answer: ACD

NEW QUESTION 7
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 8
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 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.
• 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 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.

Answer: D

NEW QUESTION 9
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
Resolution Metric = 2880
First Response Metric = 360
First Response Warning Threshold

• A. Resolution is due on Saturday, 2 PM EST.
• B. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
• C. First Response is due on Friday, 12 noon EST.
• D. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.

Answer: BC

NEW QUESTION 10
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 Oracle Social Network 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 Custom Objects for Service

Answer: B

NEW QUESTION 11
Your customer has three service request child categories under the top-level service request category “Accounts”:
Basic Accounts
You now want to disable the “Silver Accounts” category. Which option meets the requirement?

• A. In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the “Accounts” category and deselect the “Active” Column.
• 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.
• 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.
• 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: B

NEW QUESTION 12
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
What is the problem?

• A. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
• B. The configured frequency to retrieve emails is too long.
• C. Incoming messages have a custom filter.
• D. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.

Answer: C

NEW QUESTION 13
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 14
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 All Users” profile option, and activate it.
• B. Use the task “manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for Service” profile option, and activate it.
• C. 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”.
• D. 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”.
• E. Use the task “Manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for Help Desk” profile option, and activate it.
• F. 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

NEW QUESTION 15
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

• A. Add images as the product image will not be pulled from Engagement Cloud.
• B. Add the Product object to your DCS application.
• C. Add product ID(s) to the database component.
• D. Configure products groups and product items in Engagement Cloud.

Answer: BCD

NEW QUESTION 16
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?

• A. Modify the default values in the Capacity fields for the channels.
• B. Select the Manage Capacities task.
• C. In the Work Assignments section, modify the default value in the Capacity field to a new value.
• D. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move itto the Adds to Workload list.

Answer: AD

NEW QUESTION 17
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 user doesn’t have the role ENABLE_LOCALE_FILTER_ROLE.
• B. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
• C. The batch job for recommendations has not been executed.
• D. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
• E. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.

Answer: A

NEW QUESTION 18
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 19
Which statement is correct when describing the process of adding assignment rules from Service Setup?

• A. Use the “Manage Service Assignment Rules” task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
• B. Use the “Manage Service Request Assignment Object” task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
• 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.
• D. 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: D

NEW QUESTION 20
Your customer wants to have a vertical Media Toolbar instead of the Horizontal one. Which statement is true?

• A. The only Vertical Toolbar that you can enable is the Notifications Toolbar.
• B. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
• C. The Vertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
• D. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.

Answer: D

NEW QUESTION 21
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?

• A. In Advanced Search, confirm Record Set = Assigned to Me.
• B. Change the section identified with Status = New
• C. In Advanced Search, save and select the “Set as Default” box.
• D. In Advanced Search, select Action > Update.
• E. Click the Show Advanced Search icon.
• F. In Advanced Search, Add Channel Type = Web.

Answer: ABCEF

NEW QUESTION 22
You are creating or editing a SmartText entry. Which four options can you insert into the entry?

• A. URLs
• B. Tables
• C. Images
• D. Variables
• E. Text
• F. Other SmartText entries

Answer: BDEF

NEW QUESTION 23
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