Oracle 1Z0-1064-21 Practice Test Pdf Exam Material
1Z0-1064-21 Answers 1Z0-1064-21 Free Demo Are Based On The Real Exam
NEW QUESTION 36
You need to extract all service Request (SR) data from your Engagement Cloud site fromthe last 12 months.
Identify two valid approaches to get this large volume of data.
- A. You must retrieve large volumes of data through a REST API endpoint.
- B. You can download large volumes of SR data from theAnalytics interface.
- C. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
- D. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
Answer: B,D
NEW QUESTION 37
Your client needs to associate a product item to a product group but cannot make the association. Whatshould you check to identify the cause?
- A. Verify that Eligible for Service is selected on the product item.
- B. Validate that AllowDuplicate is selected on the product item.
- C. Validate that the product item is active and published.
- D. Verify that Root Catalog is selected on the product groups.
Answer: C
NEW QUESTION 38
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. Interval
- B. Duration
- C. Start/Stop
- D. Time Period
- E. Available
Answer: B
NEW QUESTION 39
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action inconfiguring "My Knowledge"?
- A. Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes". - B. Use the task "ManageService Request knowledge Profile Options", search for the
"SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "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 Service" profile option, and activate it.
- E. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
- F. 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".
Answer: C
NEW QUESTION 40
Which two keyboard shortcuts can be modified?
- A. OK
- B. Create Service Request
- C. Save and Close
- D. Save and Continue
- E. Cancel
Answer: A,B
NEW QUESTION 41
Which four actions does the REST API for Service Requests (SRs) allow?
- A. Delete SR by SR number
- B. Delete SR by SR title
- C. Create SR
- D. Update SR assignee
- E. Update SR milestone
Answer: A,C,D,E
NEW QUESTION 42
Which three subobject functions are included in the REST API for Service Requests (SRs)?
- A. Delete message
- B. Update resource member
- C. Update SR reference
- D. Update resource manager
- E. Delete activity
Answer: B,C,E
NEW QUESTION 43
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?
- A. The Base Locale for the articles has not been enabled in the correct language.
- B. The User Group selected for authoring articles has been set to 'External".
- C. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
- D. Users have not been given the "Knowledge Analyst" role.
Answer: D
NEW QUESTION 44
Identify the sequence of steps you must follow to disable the Service Communication channels.
- 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 > Selectthe 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".
Answer: C
NEW QUESTION 45
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 threeoptions achieve your customer's requirement?
- A. Make them available internally to agents as part of the Service Request Knowledge Panel.
- B. Make them availableto employees and agents via My Knowledge.
- C. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
- D. Make them available externally to customers via My Digital Customer Service (DCS).
- E. Make them available to external users by giving them access to the internal "My Knowledge" page.
Answer: B,C,D
NEW QUESTION 46
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?
- A. Click the Show Advanced Search icon.
- B. In Advanced Search, confirm Record Set = Assigned to Me.
- C. Change the section identified with Status = New
- D. In Advanced Search, save and select the "Set as Default" box.
- E. In Advanced Search, select Action > Update.
- F. In Advanced Search, Add Channel Type = Web.
Answer: A,B,C,D,F
NEW QUESTION 47
Which statement is correct when describing the process of adding assignment rules from Service Setup?
- A. 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.
- 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 conditionsand actions, save and close.
- C. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save andpublish.
- D. 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.
Answer: B
NEW QUESTION 48
Your customer wants to have a vertical MediaToolbar instead of the Horizontal one.
Which statement is true?
- A. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
- B. The only Vertical Toolbar that you can enable is the Notifications Toolbar.
- C. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
- D. TheVertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
Answer: A
NEW QUESTION 49
Your customer has three service request child categories under the top-level service requestcategory
"Accounts":
* Gold Accounts
* Silver 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 Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
- B. In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column.
- C. 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.
- 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.
Answer: C
NEW QUESTION 50
Your customer has informed you about a possible errorin 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, losingtime and being ineffective.
What is causing the problem?
- 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 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.
- C. 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.
- D. 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 alsoavailable.
Answer: C
NEW QUESTION 51
Your client has noticed that inbound emails from customers are not creating or updatingservice requests.
Which step should they perform to automate it?
- A. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
- B. Adjust permissions on all customer's profiles.
- C. Adjust the inbound message filters.
- D. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
Answer: D
NEW QUESTION 52
Which two options are true about reporting on milestones?
- A. No standard reports onmilestones are provided.
- B. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
- C. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
- D. Administrator-defined milestone data is not included in Analytics.
Answer: C,D
NEW QUESTION 53
Which two statements are true regarding the Audit History tab of a Service Request?
- A. It is searchable by date range, username, event type, event severity, and event duration.
- B. It is enabled by default.
- C. It is exportable to Excel.
- D. It is available only toauthorized administrators.
- E. It allows users to save searches for later reuse.
Answer: B,E
NEW QUESTION 54
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