Oracle Engagement Cloud 2019 Implementations Essentials

Question 1

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 the "Communication Channels" option.

B. 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.

C. 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"

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 Communication Channels > Deselect the "Communication" 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".

Correct Answer: D

Question 2

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. Social network

D. Sales opportunities

E. Notes

Correct Answer: B,C,D

Question 3

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)?

A. Title, Category, Severity

B. Title, Status, Problem Description

C. Title

D. Title, Category, Severity, Status

E. Title, Status

Correct Answer: D

Question 4

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

A. Configure an object workflow action to send the email when the milestone status changes to warning.

B. Add an extension column to the milestone object to hold the warning threshold value.

C. Configure the email template to be used for notification.

D. Configure an analytics report showing milestones in warning status.

E. Specify the warning threshold for the milestone in the standard coverages.

F. Create standard text to be posted to the message thread.

Correct Answer: C,D,E

Question 5

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 environment was not provisioned correctly and the service module is missing.

B. The team members don't have the Email Administrator Role provisioned.

C. The team members have not established the e-mail feature on the Offerings page.

D. There are no specific e-mail tasks available.

Correct Answer: C

Question 6

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 tools and additional permissions to edit the desired object.

C. In 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.

Correct Answer: D

Question 7

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: [email protected]. {#
#SR0000003056# #}"
Which statement is true?

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.

Correct Answer: C

Question 8

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

A. Create several personalized searches and create them to each other.

B. Add fields from the advanced search functionality.

C. Grant the agent Administrator permissions to add new search filters.

D. Create a new search through the application composer.

Correct Answer: D

Oracle Engagement Cloud 2019 Implementations Essentials - 1Z1-1064 Exam Practice Test

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