Oracle Engagement Cloud 2018 Implementations Essentials Exam

Question 1 of 82

1

Your customer wants their milestones to only be due during working hours on weekdays. What characteristics of the Coverage Times must be configured?

Select one of the following:

A. The customer must configure at least one interval for every day from Monday to Friday.
B. The customer must set the time zone to UTC
C. The customer must configure a lunch break on weekdays.
D. The customer can optionally configure intervals for Saturday and Sunday.

Explanation

Question 2 of 82

1

What is the main function of the Data Security Policies?

Select one of the following:

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

Explanation

Question 3 of 82

1

Identify three correct options about the User Administration (My Profile, Sign Up, and/or Registrar.)
Requests) components in Digital Customer Service (DCS).

Select one or more of the following:

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

Explanation

Question 4 of 82

1

When published, SmartText entries can be made available to which two options?

Select one or more of the following:

A. specific users (i.e. "Select from list")
B. all users (i.e., "Public")
C. you and your immediate coworkers (i.e. "My Group")
D. yourself only (i.e. "Private")
E. this folder (i.e. "Users with folder access only")

Explanation

Question 5 of 82

1

What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

Select one or more of the following:

A. Add images as the product image will not be pulled from Engagement Cloud.
B. Add product ID(s) to the database component.
C. Configure products groups and product items in Engagement Cloud.
D. Add the Product object to your DCS application.

Explanation

Question 6 of 82

1

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

Select one of the following:

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

Explanation

Question 7 of 82

1

Digital Customer Service application configuration settings in json.cfg include which four options?

Select one or more of the following:

A. Knowledge management article links
B. Service request links
C. Default notification preferences
D. Default communication preferences
E. Default chat channel preferences
F. Default time zone.
G. Knowledge management language locales
H. Product and category filtering

Explanation

Question 8 of 82

1

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

Select one or more of the following:

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

Explanation

Question 9 of 82

1

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.

Select one of the following:

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.

Explanation

Question 10 of 82

1

Which two steps are needed to create a new business object in Digital Customer Service?

Select one or more of the following:

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 page.

Explanation

Question 11 of 82

1

Which four of the following are required to connect to the Engagement Cloud REST API?

Select one or more of the following:

A. a user with role access to the object being called
B.VPN access to your Engagement Cloud instance
C. the use of Java
D. the use of SSL
E. the correct URI
F. a general understanding of REST resource types

Explanation

Question 12 of 82

1

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

Select one or more of the following:

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 events.

Explanation

Question 13 of 82

1

Which two options are true about repotting on milestones?

Select one or more of the following:

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 area.

Explanation

Question 14 of 82

1

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

Select one or more of the following:

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

Explanation

Question 15 of 82

1

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.

Select one of the following:

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

Explanation

Question 16 of 82

1

Which three options are defined by a standard coverage rule?

Select one or more of the following:

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

Explanation

Question 17 of 82

1

Which three statements are true?

Select one or more of the following:

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 services

Explanation

Question 18 of 82

1

A new customer has acquired Engagement Cloud and you have been asked to enable Knowledge Management for their Engagement Cloud site. You know you have to follow the correct order of actions to do so.
Which two options do you have to carry out first to start the implementation of Knowledge Management?

Select one or more of the following:

A. Use the task "Manage Service Request Knowledge Profile Options" to enable Knowledge.
B. Ensure you have the "Knowledge Manager" role.
C. Use the "Manage Knowledge Locales" task to set a default locale on user.
D. Enable the "My Knowledge Menu" for the Help Desk.
E. Use the task 'Manage Administrator Profile Values" to enable My Knowledge. D
F. Schedule the Knowledge Search Batch Process to run every 15 minutes.

Explanation

Question 19 of 82

1

Which Four statements are correct about hotkeys for Action Commands?

Select one or more of the following:

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 request.

Explanation

Question 20 of 82

1

Your customer wants to have a vertical Media Toolbar instead of the Horizontal one. Which statement is true?

Select one of the following:

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 optional.

Explanation

Question 21 of 82

1

For which two groups of functions can keyboard shortcuts be set?

Select one or more of the following:

A. Personal Activity Functions
B. Administrator (that is, "Power") Commands
C. Action Commands
D. Button Access Keys

Explanation

Question 22 of 82

1

Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

Select one or more of the following:

A. Add an extension column to the milestone object to hold the warning threshold value.
B. Create standard text to be posted to the message thread.
C. Specify the warning threshold for the milestone in the standard coverages.
D. Configure an analytics report showing milestones in warning status.
E. Configure the email template to be used for notification.
F. Configure an object workflow action to send the email when the milestone status changes to warning.

Explanation

Question 23 of 82

1

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

Select one or more of the following:

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

Explanation

Question 24 of 82

1

What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

Select one or more of the following:

A. Add a message to a Service Request.
B. Create a Service Request.
C. Chat with an Agent about a Service Request.
D. View and edit attachments to a Service Request.
E. Delete a Service Request.

Explanation

Question 25 of 82

1

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

Select one or more of the following:

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.

Explanation

Question 26 of 82

1

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?

Select one of the following:

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 request.

Explanation

Question 27 of 82

1

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?

Select one of the following:

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.

Explanation

Question 28 of 82

1

Your customer 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?

Select one or more of the following:

A. Complete Category Name.
B. Check the Active flag.
C. Select the task Manage Service Request Categories.
D. Select Service Catalog in Functional Areas.
E. Select Status =“Active”.
F. Select Create Category > Create Top-Level Category.
G. Select Create Category > Create Child Category.

Explanation

Question 29 of 82

1

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

Select one or more of the following:

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

Explanation

Question 30 of 82

1

Which two keyboard shortcuts can be modified?

Select one or more of the following:

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

Explanation

Question 31 of 82

1

Your client has noticed that inbound emails from customers are not creating or updating requests. Which step should they perform to automate it?

Select one of the following:

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 filters.

Explanation

Question 32 of 82

1

In which three situations can default coverage be applied?

Select one or more of the following:

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

Explanation

Question 33 of 82

1

Which two statements ate true regarding the Audit History tab of a Service Request?

Select one or more of the following:

A. It is enabled by default.
B. It is available only to authorized administrators.
C. It is exportable to Excel.
D. It is searchable by date range, username, event type, event severity, and event duration.
E. It allows users to save searches for later reuse.

Explanation

Question 34 of 82

1

Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

Select one or more of the following:

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

Explanation

Question 35 of 82

1

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

Select one of the following:

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 functionality.

Explanation

Question 36 of 82

1

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

Select one or more of the following:

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 of 10,000,000 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 activated.

Explanation

Question 37 of 82

1

Which statement is correct when describing the process of adding assignment rules from Service Setup?

Select one of the following:

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.

Explanation

Question 38 of 82

1

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

Select one or more of the following:

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".

Explanation

Question 39 of 82

1

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?

Select one of the following:

A. Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects
B. Setup and maintenance > Service > Configuration and Security > Service 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

Explanation

Question 40 of 82

1

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?

Select one or more of the following:

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" task.

Explanation

Question 41 of 82

1

Your Engagement Cloud site has had the Knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

Select one of the following:

A. The Base Locale for the articles has not been enabled in the correct language.
B. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
C. The User Group selected for authoring articles has been set to "External".
D. Users have not been given the "Knowledge Analyst" role.

Explanation

Question 42 of 82

1

Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them. Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

Select one or more of the following:

A. In Advanced Search, select Action > Update.
B. In Advanced Search, confirm Record Set = Assigned to Me.
C. Click the Show Advanced Search icon.
D. Change the section identified with Status = New.
E. In Advanced Search, save and select the "Set as Default" box.
F. In Advanced Search, Add Channel Type * Web.

Explanation

Question 43 of 82

1

Which option describes the automated page presentation for incoming calls?

Select one of the following:

A. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
B. a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
C. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
D. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone

Explanation

Question 44 of 82

1

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?

Select one of the following:

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 page.

Explanation

Question 45 of 82

1

Which four actions does the REST API for Service Requests (SRs) allow?

Select one or more of the following:

A. Delete SR by SR title a
B. Update SR assignee
C. Delete SR by SR number
D. Update SR milestone
E. Create SR

Explanation

Question 46 of 82

1

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?

Select one of the following:

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 task. 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.
D. Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search Index is updated.

Explanation

Question 47 of 82

1

Which two are requited to publish a completed Digital Customer Service (DCS) application?

Select one or more of the following:

A. a single "publish" action to complete the task
B. system administrator approval
C. moving the application to Staging and subsequently to Production status
D. nothing (DCS applications are always available to all users.)

Explanation

Question 48 of 82

1

Given the entitlement rules below, II a high-severity service request (SR) is created on Thursday at 2
PM, which two options are true?
• Condition Column Severity = High
• Calendar - 9 AM to 5 PM, Monday - Friday, US EST
• Resolution Metric = 2880
• Resolution Warning Threshold 120
• First Response Metric = 360
• First Response Warning Threshold 120

Select one or more of the following:

A. First Response is due on Friday, 12 noon EST.
B. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
C. Resolution is due on Saturday, 2 PM EST.
D. If the SR is not resolved. Resolution warning will occur on Monday, 12 noon EST.

Explanation

Question 49 of 82

1

Oracle Engagement Cloud provides tools to add of modify which six types of entities?

Select one or more of the following:

A. Themes
B. Reports
C. Exports
D. Icons
E. Objects
F. Roles and privileges
G. Object workflow
H. Fields

Explanation

Question 50 of 82

1

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?

Select one or more of the following:

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).

Explanation

Question 51 of 82

1

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

Select one or more of the following:

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

Explanation

Question 52 of 82

1

You need to extract all Service Request (SR) data from your Engagement Cloud site from the last 12
months.
Identify two valid approaches to get this large volume of data.

Select one or more of the following:

A. You can schedule a single export as an ESS job (also known as a "scheduled process") for ail 12 months of SR data
B. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly
C. You can download image volumes of SR data from the Analytics interface.
D. You must retrieve large volumes of data through a REST API endpoint.

Explanation

Question 53 of 82

1

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?

Select one or more of the following:

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 optional.

Explanation

Question 54 of 82

1

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"?

Select one of the following:

A. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it
B. Use the task "Manage Service Request knowledge Profile Options", search for the
"SVCENABLE_KNOWLEDGE_IN_SR" profile option, and set "Site" value to "Yes".
C. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
D. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk' profile option, and activate It.
E. 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".
F. Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_ARTICLE_CREAT10N_EDITION" profile option, and set the "Site" value to "Yes".

Explanation

Question 55 of 82

1

Which two statements are true about system-to-system authentication between Digital Customer
Service (DCS) and Oracle Engagement Cloud?

Select one or more of the following:

A. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account
B. It is configured exclusively via the Engagement Cloud Security Console.
C. It enables anonymous users to search the DCS knowledge base.
D. It does not require matching passwords between Engagement Cloud and DCS.

Explanation

Question 56 of 82

1

Identify three considerations before starting the configuration of assignment rules to service
requests.

Select one or more of the following:

A. the attributes of service requests to use as criteria for your rule assignments
B. the attributes of queues to use as criteria for your rule assignments
C. the candidates of queues to use as criteria for your rule assignments
D. the rule sets you want to create and the rules to include in each rule set
E. the candidates of service requests to use as criteria for your rule assignments

Explanation

Question 57 of 82

1

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

Select one of the following:

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 access.

Explanation

Question 58 of 82

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?

Select one of the following:

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

Explanation

Question 59 of 82

1

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

Select one or more of the following:

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

Explanation

Question 60 of 82

1

If you did not use the Reference Implementation template for your Digital Customer Service (DCS)
application, you will_____.

Select one of the following:

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

Explanation

Question 61 of 82

1

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?

Select one of the following:

A. 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.
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 also available,
C. 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.
D. 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.

Explanation

Question 62 of 82

1

Your customer has noticed that emails are being retrieved every day only at 3:00 PM. This behavior
began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?

Select one of the following:

A. a configured Job to process inbound emails
B. an inbound message filter per time schedule 9
C. an inbound message filter per sender
D. a configured profile option to schedule the retrieval of emails

Explanation

Question 63 of 82

1

Your customer is not able to use category filters for search and recommended results of Knowledge
articles in his environment.
Which of the following is causing this behavior?

Select one of the following:

A. The user doesn't have the role ENABLE_LOCAL£_FILTER_ROLE.
B. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
C. The profile CS0_ENABLE_KN0WLEDGE_FAV0RITING is set to N.
D. The batch job for recommendations has not been executed.
E. The profile CSO_ENABLE_SVC_KMHOME is set to Y.

Explanation

Question 64 of 82

1

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

Select one or more of the following:

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

Explanation

Question 65 of 82

1

Your client needs to associate a product item to a product group but cannot make the association.
What should you check to identify the cause?

Select one of the following:

A. Validate that Allow Duplicate is selected on the product item.
B. Verify that Root Catalog is selected on the product groups.
C. Verify that Eligible for Service is selected on the product item.
D. Validate that the product item is active and published.

Explanation

Question 66 of 82

1

Your customer has warned you that non-English speakers are going to get access to articles but all
your articles are written in English.
Which option allows the customer to address the problem, so that all users can get articles in their
native language?

Select one of the following:

A. Diagnose the usage of the articles to eliminate all non used documents to avoid unnecessary translations
B. Enable new locales for the languages to be used and provision designated users to translate the articles.
C. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature
D. Modify the original base locales of the articles to match the target language.

Explanation

Question 67 of 82

1

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.

Select one or more of the following:

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 problem.

Explanation

Question 68 of 82

1

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.

Select one of the following:

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

Explanation

Question 69 of 82

1

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?

Select one or more of the following:

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 channels.

Explanation

Question 70 of 82

1

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?

Select one or more of the following:

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

Explanation

Question 71 of 82

1

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?

Select one or more of the following:

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

Explanation

Question 72 of 82

1

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

Select one or more of the following:

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 up.

Explanation

Question 73 of 82

1

Your customer noticed that all incoming messages containing MIME attachments that are either text
or HTML are not being received.
What is the problem?

Select one of the following:

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 filter.

Explanation

Question 74 of 82

1

Which two options are true about role synchronization for Digital Customer Service (DCS)?

Select one or more of the following:

A. also synchronizes user IDs and passwords between DCS and Engagement Cloud
B. is required for every DCS instance
C. is real time
D. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

Explanation

Question 75 of 82

1

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

Select one or more of the following:

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 objects.

Explanation

Question 76 of 82

1

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?

Select one or more of the following:

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 columns.

Explanation

Question 77 of 82

1

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

Select one or more of the following:

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

Explanation

Question 78 of 82

1

You have enabled email acknowledgement and have created a corresponding template. The
acknowledgement e-mail is sent, but there is some standard text appended to the email that is not
part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number
for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would
like to communicate further about the service request, you can reply to this email and send it to the
email address: nnn-test.fa.extservice.incoming.2@oracle.com. {#
#SR0000003056# #}"
Which statement is true?

Select one of the following:

A. You can completely eliminate the standard text appended by editing the message:
SVC_EMAIL_ACK_FOR_KNOWN_CUST
B. You have to edit the e-mail template and add HTML code to customize the standard text section.
C. You can eliminate part of the standard message, but cannot remove the User Details section, by
editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST
D. You cannot completely remove the appended message text but you can edit the appended text by
editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

Explanation

Question 79 of 82

1

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)?

Select one of the following:

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

Explanation

Question 80 of 82

1

Which three statements are true about building Digital Customer Service (DCS) applications?

Select one or more of the following:

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.

Explanation

Question 81 of 82

1

Identify the sequence of steps you must follow to disable the Service Communication
channels

Select one of the following:

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 > Select the 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"

Explanation

Question 82 of 82

1

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

Select one or more of the following:

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 enable Auto-Translate to make it available to users from other regions with different languages withouteffort
E. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.

	Created by Marcos Gómez over 5 years ago

Customer Experience Customer Experience (Oracle) Quiz on Oracle Engagement Cloud 2018 Implementations Essentials Exam, created by Marcos Gómez on 05/04/2019.

Oracle Engagement Cloud 2018 Implementations Essentials Exam

Question 1 of 82

Your customer wants their milestones to only be due during working hours on weekdays. What characteristics of the Coverage Times must be configured?

Select one of the following:

Explanation

Question 2 of 82

What is the main function of the Data Security Policies?

Select one of the following:

Explanation

Question 3 of 82

Identify three correct options about the User Administration (My Profile, Sign Up, and/or Registrar.) Requests) components in Digital Customer Service (DCS).

Select one or more of the following:

Explanation

Question 4 of 82

When published, SmartText entries can be made available to which two options?

Select one or more of the following:

Explanation

Question 5 of 82

What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

Select one or more of the following:

Explanation

Question 6 of 82

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

Select one of the following:

Explanation

Question 7 of 82

Digital Customer Service application configuration settings in json.cfg include which four options?

Select one or more of the following:

Explanation

Question 8 of 82

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

Select one or more of the following:

Explanation

Question 9 of 82

Select one of the following:

Explanation

Question 10 of 82

Which two steps are needed to create a new business object in Digital Customer Service?

Select one or more of the following:

Explanation

Question 11 of 82

Which four of the following are required to connect to the Engagement Cloud REST API?

Select one or more of the following:

Explanation

Question 12 of 82

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

Select one or more of the following:

Explanation

Question 13 of 82

Which two options are true about repotting on milestones?

Select one or more of the following:

Explanation

Question 14 of 82

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

Select one or more of the following:

Explanation

Question 15 of 82

Select one of the following:

Explanation

Question 16 of 82

Which three options are defined by a standard coverage rule?

Select one or more of the following:

Explanation

Question 17 of 82

Which three statements are true?

Select one or more of the following:

Explanation

Question 18 of 82

Select one or more of the following:

Explanation

Question 19 of 82

Which Four statements are correct about hotkeys for Action Commands?

Select one or more of the following:

Explanation

Question 20 of 82

Your customer wants to have a vertical Media Toolbar instead of the Horizontal one. Which statement is true?

Select one of the following:

Explanation

Question 21 of 82

Identify three correct options about the User Administration (My Profile, Sign Up, and/or Registrar.)
Requests) components in Digital Customer Service (DCS).

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?

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?

Your customer 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?

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