NEW QUESTION 1
You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?

• A. Time Period
• B. Duration
• C. Available
• D. Interval
• E. Start/Stop

Answer: B

NEW QUESTION 2
To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click “Create Service Request”.
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?

• A. Title, Status
• B. Title
• C. Title, Category, Severity, Status
• D. Title, Status, Problem Description
• E. Title, Category, Severity

Answer: C

NEW QUESTION 3
What is the main function of the Data Security Policies?

• A. defines the data a particular user can see and/or modify
• B. defines the views the application can access
• C. defines the privileges and roles a particular user can have
• D. defines the views or functionalities the user can access
• E. defines the actions a particular user can do

Answer: D

NEW QUESTION 4
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 5
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

• A. Shared Across the Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
• B. In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
• C. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
• D. Multi-Language Capabilities: Users can create their articles in their native language and enableAuto-Translate to make it available to users from other regions with different languages without effort.
• E. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.

Answer: ABE

NEW QUESTION 6
Which two keyboard shortcuts can be modified?

• A. OK
• B. Create Service Request
• C. Cancel
• D. Save and Continue
• E. Save and Close

Answer: AB

NEW QUESTION 7
What should you do to enable Password Reset in Digital Customer Service (DCS)?

• A. Add the Password Reset component to your DCS application.
• B. Instruct users that they can only change their password by chatting with an agent.
• C. Enable the “Password Reset” option in the User Administration component.
• D. Obtain the Change Password Link and add it to your DCS page.

Answer: D

NEW QUESTION 8
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. There are no specific e-mail tasks available.
• B. The environment was not provisioned correctly and the service module is missing.
• C. The team members don’t have the Email Administrator Role provisioned.
• D. The team members have not established the e-mail feature on the Offerings page.

Answer: D

NEW QUESTION 9
Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

• A. Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.
• B. Articles are available to users only after the application updates the knowledge base search inde
• C. This happens at regular intervals and there might be some elapsed time before the search index is updated.
• D. There is a configuration failure in the publishing tas
• E. A user provisioned as “Knowledge Manager” must ensure that the “automatic refresh for articles” option is set to “Yes” from the “Manage Administrator Profile Values” task.
• F. Users that want to see immediate updates to articles must have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.

Answer: B

NEW QUESTION 10
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 queue for 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 service request.
• D. The service request assignment will be unpredictable.

Answer: B

NEW QUESTION 11
Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.

• A. VBCS is a visual development tool for creating applications in DCS.
• B. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
• C. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
• D. DCS is a visual development tool for creating applications in VBCS.

Answer: AC

NEW QUESTION 12
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

• A. You can modify the workflow to update field values within the SR object.
• B. You can generate tasks for the SR object from the workflow.
• C. You must make the changes using the Page Composer tool.
• D. You will be required to code any new workflow actions in Groovy.
• E. You can send an e-mail notification to specified recipients.
• F. You can define the workflow to run when certain fields of the SR object are changed.

Answer: ABEF

NEW QUESTION 13
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 14
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 15
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

• A. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
• B. Milestones are actions on a service request (SR) that must be completed by a specific time.
• C. Milestones can be one of four default types: ‘First Response’, ‘Second Response’, ‘Final Action’, and ‘Resolution’.
• D. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
• E. Milestones are commitments to handle SRs within certain timelines.

Answer: ACD

NEW QUESTION 16
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 17
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 18
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 19
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?

• A. Rules do not follow an orde
• B. 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.
• C. Rules follow a priority orde
• D. 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.
• E. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisione
• F. The URL is empty so the system shows the contact edit page.
• G. Screen pops are not configurabl
• H. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.

Answer: C

NEW QUESTION 20
Which two are true characteristics about the lifecycle of a service request?

• A. If required, users can manually set the “Closed” status for a service request.
• B. Users can reopen a service request when the status is set to “Closed”.
• C. Users can reopen a service request when the status is set to “Resolved”.
• D. “Closed” status is set by an automatic job after a specified number of days.
• E. “Customer working” is one of the five seeded status types.

Answer: CD

NEW QUESTION 21
One of your service agents needs a new search filter on his Service Requests’ list page. How can the agent achieve this?

• A. Add fields from the advanced search functionality.
• B. Grant the agent Administrator permissions to add new search filters.
• C. Create a new search through the application composer.
• D. Create several personalized searches and create them to each other.

Answer: C

NEW QUESTION 22
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 23
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 24
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