Oracle Oracle Certifications 1Z0-1064 Questions & Answers

• Question 21:

  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 toauthorized 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.

  Correct Answer: AE

• Question 22:

  Digital Customer Service application configuration settings in json.cfg include which four options?

  A. Default communication preferences

  B. Knowledge management language locales

  C. Default chat channel preferences

  D. Service request links

  E. Knowledge management article links

  F. Product and category filtering

  G. Default notification preferences

  H. Default timezone

  Correct Answer: BDEF

• 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 language when you answeryour 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

  Correct Answer: D

• Question 24:

  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 Cloudsupports 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 currentlyon 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 browserpage 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.

  Correct Answer: C

• Question 25:

  Identify three considerations before starting the configuration of assignment rules to service requests.

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

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

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

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

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

  Correct Answer: BCE

• Question 26:

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

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

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

  D. Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.

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

  Correct Answer: ACD

• Question 27:

  Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not beingreceived.

  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.

  Correct Answer: C

• Question 28:

  If you did not use the Reference Implementationtemplate 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 tomap 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

  Correct Answer: D

• Question 29:

  You are creating orediting 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

  Correct Answer: BDEF

• Question 30:

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

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

  B. Assign object access roles to an administrative user.

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

  D. Assign the new business object to a page.

  Correct Answer: BC