Your customer has informed you about a possible errorin 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, losingtime and being ineffective.
What is causing the problem?
A. 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.
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 alsoavailable.
C. 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.
D. 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.
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 > Selectthe 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".
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.
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 newcatalog.
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
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 queuefor 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 servicerequest.
D. The service request assignment will be unpredictable.
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 itis 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 valuesin the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
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?
A. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
B. Do not choose any optional criteria columns.
C. Choose all optional result columns.
D. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by 7Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
Yourcustomer 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.
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?
A. It does not require matching passwords between Engagement Cloud and DCS.
B. It is configured exclusively via the Engagement Cloud Security Console.
C. It enablesanonymous users to search the DCS knowledge base.
D. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
You need to extract all service Request (SR) data from your Engagement Cloud site fromthe last 12 months.
Identify two valid approaches to get this large volume of data.
A. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
B. You can download large volumes of SR data from theAnalytics interface.
C. You must retrieve large volumes of data through a REST API endpoint.
D. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
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