Marcos Gómez
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Customer Experience Customer Experience (Oracle) Quiz on Oracle Engagement Cloud 2018 Implementations Essentials Exam 2, created by Marcos Gómez on 01/07/2019.

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Marcos Gómez
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Oracle Engagement Cloud 2018 Implementations Essentials Exam 2

Question 1 of 18

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 2 of 18

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 3 of 18

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 18

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 5 of 18

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 6 of 18

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 7 of 18

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 8 of 18

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 9 of 18

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 10 of 18

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 11 of 18

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 12 of 18

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 13 of 18

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 14 of 18

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 15 of 18

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 16 of 18

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 17 of 18

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 18 of 18

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

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