NEW QUESTION 1
For which two groups of functions can keyboard shortcuts be set?

• A. Personal Activity Functions
• B. Administrator (that is, "Power") Commands
• C. Action Commands
• D. Button Access Keys

Answer: BC

NEW QUESTION 2
Identify three correct options about the User Administration (My Profile, Sign Up, and/or Registrar.) Requests) components in Digital Customer Service (DCS).

• A. enable agents to review and approve (or reject) access requests to the DCS instance
• B. allow users to request access to the DCS instance
• C. enable authenticated users to view details about their profile including their roles
• D. enable customer administrators to review and approve (or reject) access requests to the DCS instance

Answer: ACD

NEW QUESTION 3
Select three correct limits and restrictions when importing data from a file.

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

Answer: CDE

NEW QUESTION 4
Which two options are true about repotting on milestones?

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

Answer: BC

NEW QUESTION 5
Which four actions does the REST API for Service Requests (SRs) allow?

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

Answer: BCDE

NEW QUESTION 6
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?

• A. a configured Job to process inbound emails
• B. an inbound message filter per time schedule 9
• C. an inbound message filter per sender
• D. a configured profile option to schedule the retrieval of emails

Answer: B

NEW QUESTION 7
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 Vertical Toolbar is always requited, while the Horizontal Toolbar and notifications are optional.
• C. You must set the Vertical Toolbar as the Default, and deactivate all Horizontal Toolbars.
• D. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optiona

Answer: C

NEW QUESTION 8
Which Four statements are correct about hotkeys for Action Commands?

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

Answer: BCDF

NEW QUESTION 9
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?

• A. Use the task "Manage Service Request Knowledge Profile Options" to enable Knowledge.
• B. Ensure you have the "Knowledge Manager" role.
• C. Use the "Manage Knowledge Locales" task to set a default locale on user.
• D. Enable the "My Knowledge Menu" for the Help Desk.
• E. Use the task 'Manage Administrator Profile Values" to enable My Knowledg
• F. D F) Schedule the Knowledge Search Batch Process to run every 15 minutes.

Answer: CE

NEW QUESTION 10
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. The only toolbar enabled is the default one, and you must configure at least two.
• B. You entered a toolbar height that is not more than 70 pixels.
• C. The signed-in user does not have the appropriate access privileges to a toolbar.
• D. You have not enabled the Computer Telephony Integration (CTI) service.
• E. You did not enable the vertical toolbar which is required, while the horizontal Is optiona

Answer: DE

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. The team members don't have the Email Administrator Role provisioned.
• B. The environment was not provisioned correctly and the Service module is missing.
• C. There are no specific email tasks available.
• D. The team members have not enabled the e-mail feature on the Offerings pag

Answer: D

NEW QUESTION 12
Oracle Engagement Cloud provides tools to add of modify which six types of entities?

• A. Themes
• B. Reports
• C. Exports
• D. Icons
• E. Objects
• F. Roles and privileges
• G. Object workflow
• H. Fields

Answer: BCEH

NEW QUESTION 13
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.

• A. Filter the selection of the product related to the service request, when filtering by a particular category.
• B. The hierarchical structure of the categories helps to improve the service request classification.
• C. Categories determine the steps an agent must follow to close the service request.
• D. Categories facilitate the assignment of an agent to the service request.
• E. Categories improve the filtering of Knowledge articles that might contain a potential solution to the proble

Answer: BDE

NEW QUESTION 14
Your client has noticed that inbound emails from customers are not creating or updating requests. Which step should they perform to automate it?

• A. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
• B. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
• C. Adjust permissions on all customer's profiles,
• D. Adjust the inbound message filter

Answer: B

NEW QUESTION 15
Which four of the following are required to connect to the Engagement Cloud REST API? A. a user with role access to the object being called

• A. VPN access to your Engagement Cloud instance
• B. the use of Java
• C. the use of SSL
• D. the correct URI
• E. a general understanding of REST resource types

Answer: BCDE

NEW QUESTION 16
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. Configure your self-registrations so that they are automatically approved.
• B. Configure the self-registrations to restrict registration to only existing Contacts.
• C. Disable the anonymous access option in your DCS application.
• D. Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" tas

Answer: ABC

NEW QUESTION 17
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.

• A. 1, 2, 5, 3, 4
• B. 2, 1, 4, 5, 3
• C. 1, 2, 3, 4, 5
• D. 2, 4, 1, 5, 3

Answer: D