NEW QUESTION 1
One of your service agents needs a new search filter on his Service Requests' list page. How can the agent achieve this?

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

Answer: C

NEW QUESTION 2
What three things should you do once you have established a global default coverage?

• A. Create an ESS job to Monitor Service Request Milestones.
• B. Use Application Composer to include milestones on the Service Request Layout if desired.
• C. Create an ESS job to Aggregate Service Requests.
• D. Use Application Composer to configure warning emails about milestone compliance event

Answer: ABC

NEW QUESTION 3
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 4
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. Start/Stop
• B. Duration
• C. Time Period
• D. Available
• E. Interval

Answer: B

NEW QUESTION 5
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 the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.
• C. 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.
• D. 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.

Answer: B

NEW QUESTION 6
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 7
If you want to disable the ability to delete activities for all users, what action should you perform?

• A. Remove the users of the roles who have the "delete activities" access.
• B. Remove the "delete activities" privilege from all the roles for users who have this access.
• C. Remove the "delete activities" role from all the users who have this role.
• D. Remove the "delete activities" button from all pages used by the users who have this acces

Answer: A

NEW QUESTION 8
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 service request assignment will be unpredictable.
• C. The queue defined in the first evaluated rule is always assigned to the service request.
• D. The queue defined by default is the one assigned to the service reques

Answer: C

NEW QUESTION 9
Your customer has three service request child categories under the top-level service request category “Accounts”:
• Gold Accounts
• Sliver 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 RequestCategories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.

Answer: B

NEW QUESTION 10
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 11
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 12
Which two steps are needed to create a new business object in Digital Customer Service?

• A. Assign object access roles to an administrative user.
• B. Map a Visual Builder Cloud Service business object to the object API.
• C. Assign the new business object to a new component.
• D. Assign the new business object to a pag

Answer: AB

NEW QUESTION 13
You have been asked about some of the features of CT1 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. There is no 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.
• B. 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 browser page or not.
• C. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
• D. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

Answer: B

NEW QUESTION 14
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 15
Which three statements are true?

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

Answer: BCD

NEW QUESTION 16
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 17
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