NEW QUESTION 1
Which two are true characteristics about the lifecycle of a service request?

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

Answer: DE

NEW QUESTION 2
In which three situations can default coverage be applied?

• A. for a specific SR status
• B. to a specific customer account
• C. for a specific SR category
• D. globally, to all service requests that do not have any other coverage
• E. for a specific period of time

Answer: CDE

NEW QUESTION 3
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 4
Your customer has asked you to investigate a possible bug In their Engagement Cloud Knowledge Base-Users ate 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. 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.
• B. 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.
• C. There is a configuration failure in the publishing tas
• D. 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.
• E. Articles are available to users only after the application updates the knowledge base search inde
• F. This happens at regular intervals and there might be some elapsed time before the search Index is updated.

Answer: D

NEW QUESTION 5
You are creating or editing a SmartText entry. Which four options can you insert into the entry?

• A. Other SmartText entries a
• B. Text
• C. Images
• D. Tables
• E. URLs
• F. Variables

Answer: ABDF

NEW QUESTION 6
Which six Digital Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?

• A. UI components
• B. Themes
• C. Object triggers
• D. Business objects
• E. Languages
• F. Pages
• G. Object workflows
• H. Templates

Answer: BCDFGH

NEW QUESTION 7
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 8
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 > Sales > Service Request > Manage Oracle Social Network Objects
• B. Setup and maintenance > Service > Configuration and Security > 5ervice Request > Manage Oracle Social Network Objects for Service
• C. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
• D. Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service

Answer: B

NEW QUESTION 9
Which three subject functions are included in the RFST API for Service Requests (SRs)?

• A. Update resource member
• B. Delete activity
• C. Update SR reference
• D. Delete message
• E. Update resource manager

Answer: ABC

NEW QUESTION 10
You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer's requirement?

• A. Make them available internally to agents as part of the Service Request Knowledge Panel.
• B. Make them available to external users by giving them access to the internal “My Knowledge”
• C. Make them available to employees and agents via My Knowledge.
• D. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
• E. Make them available externally to customers via Digital Customer Service (DCS).

Answer: CDE

NEW QUESTION 11
Which three types of data are included in the Interaction associated with a normal call flow?

• A. Contact name
• B. Channel
• C. Service Request create date
• D. Start time of the call
• E. Agent name

Answer: ACE

NEW QUESTION 12
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

• A. It allows edits to Dashboard pages.
• B. It requires proper permissions to use the tool and additional permissions to edit the desired object.
• C. It includes a preview option for all standard and custom object pages.
• D. It requires the use of a sandbox to modify the fields associated with standard and custom object

Answer: D

NEW QUESTION 13
Which three options are defined by a standard coverage rule?

• A. the start and end date for applying the rule
• B. a commitment to handle SRs within certain SLAs
• C. the time in minutes before the First Response milestone is due
• D. the date and time of the last customer response
• E. a condition that applies based on the severity of the service request

Answer: CDE

NEW QUESTION 14
If you did not use the Reference Implementation template for your Digital Customer Service (DCS) application, you will ______.

• A. be required to create all of your own components for the display of Engagement Cloud objects
• B. not be able to preview your application before you publish it
• C. have to contact Oracle Support for the permission to deploy your custom DCS application
• D. be required to map roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role

Answer: A

NEW QUESTION 15
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 16
Because of capacity Issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2.
Which two steps do you have to follow to limit the channel capacity as required?

• A. Select the Manage Capacities task.
• B. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
• C. In the Work Assignments section, modify the default value in the Capacity field to a new value.
• D. Modify the default values In the Capacity fields for the channel

Answer: BD

NEW QUESTION 17
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 an entitlement rule that specifies:- Condition Column Severity - High- Calendar = 24 by 7-.Resolution Metric = 1440- Resolution Warning Threshold 180- Appropriate Start and End Dates
• B. Do not choose any optional criteria columns.
• C. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
• D. Choose all optional result column

Answer: A