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

Answer: B

NEW QUESTION 2
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 3
What is the main function of the Data Security Policies?

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

Answer: A

NEW QUESTION 4
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. Screen pops are not configurabl
• B. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
• 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. Rules do not follow an orde
• F. 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.
• G. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisione
• H. The URL is empty so the system shows the contact edit page.

Answer: D

NEW QUESTION 5
Select three correct limits and restrictions when importing data from a file.

• A. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
• B. The maximum number of records in each CSV file should not exceed the maximum limit ,000,000 records.
• C. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
• D. Both create and update operations are available for imported records.
• E. By default, the import starts immediately after it is activate

Answer: CDE

NEW QUESTION 6
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 new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?

• A. allows use of a simpler hierarchy
• B. allows the display of a product hierarchy specifically for service purposes
• C. allows you to use the same product hierarchy as sales
• D. requires less work and effort

Answer: CD

NEW QUESTION 7
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 Vertical Toolbar is always requited, while the Horizontal Toolbar and notifications are optional.
• C. You must set the Vertical Toolbar as the Default, and deactivate all Horizontal Toolbars.
• D. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optiona

Answer: C

NEW QUESTION 8
Which four of the following are required to connect to the Engagement Cloud REST API? A. a user with role access to the object being called

• A. VPN access to your Engagement Cloud instance
• B. the use of Java
• C. the use of SSL
• D. the correct URI
• E. a general understanding of REST resource types

Answer: BCDE

NEW QUESTION 9
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 10
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 11
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. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE
• D. Incoming messages have a custom filte

Answer: D

NEW QUESTION 12
Which is the correct order of steps to add and use a new condition columns to the entitlement rules for a standard coverage?
1. Create a matrix class with the attribute.
2. Modify a service mapping and add the desired attribute.
3. Specify the values for new column in one or more entitlement rules.
4. Use the new/modified entitlement type in the standard coverage.
5. Include the attribute from the optional results columns to the available metrics.

• A. 1, 2, 5, 3, 4
• B. 2, 1, 4, 5, 3
• C. 1, 2, 3, 4, 5
• D. 2, 4, 1, 5, 3

Answer: D

NEW QUESTION 13
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 14
Your customer asked you to modify the default severity value for new service requests. Which three steps should you follow to make the change?

• A. Modify the Profile Value and save.
• B. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
• C. Select View > Detach.
• D. Unlock and publish the new selected profile value.
• E. Lock the Profile Option for editing.
• F. Select the profile SVC_SR_DEFAULT_SEVERITY_CD

Answer: ADF

NEW QUESTION 15
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 16
Milestones are not getting applied to service requests in the customer environment. Identify three causes.

• A. Entitlement rules are not valid for the service request.
• B. The Starts When criteria of the milestone is not True.
• C. The scheduled process has not been set up.
• D. No default coverages are set u

Answer: BCD

NEW QUESTION 17
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

• A. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5.
• 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 create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
• 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: AB

NEW QUESTION 18
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

NEW QUESTION 19
A service agent can create tasks from different system areas. Identify three modules where a service agent can create and associate tasks.

• A. Contacts
• B. Service requests
• C. Sales opportunities
• D. Notes
• E. Social network

Answer: BCE

NEW QUESTION 20
When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English messages as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

• A. 1,2,3,4
• B. 3,2,4,1
• C. 2,4,3,1
• D. 1,3,2,4

Answer: A

NEW QUESTION 21
Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks. Which four lookups can be modified from this task list?

• A. Manage Service Request Queue
• B. Manage Service Request Products
• C. Manage Service Request Status Values
• D. Manage Service Request Categories
• E. Manage Service Request Resolutions
• F. Manage Service Request Severities

Answer: ABCD

NEW QUESTION 22
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 23
Which Four statements are correct about hotkeys for Action Commands?

• A. They can be assigned to a custom action script.
• B. They allow a user to escalate a service request.
• C. They can all be modified.
• D. They have default values.
• E. They allow a user to copy a service request.
• F. They allow a user to forward a service reques

Answer: BCDF

NEW QUESTION 24
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 25
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 26
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