1Z1-993 by Oracle Actual Free Exam Questions And Answers

Question 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)?

A. Title, Status

B. Title, Status, Problem Description

C. Title, Category, Severity, Status

D. Title

E. Title, Category, Severity

Discussion 0

Correct Answer: C Vote an answer

Question 2

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

A. Add the Product object to your DCS application.

B. Add product ID(s) to the database component.

C. Configure products groups and product items in Engagement Cloud.

D. Add images as the product image will not be pulled from Engagement Cloud.

Discussion 0

Correct Answer: A,B,C Vote an answer

Question 3

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

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

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

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

Discussion 0

Correct Answer: A Vote an answer

Question 4

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?

A. In the Work Assignments section, modify the default value in the Capacity field to a new value.

B. Modify the default values in the Capacity fields for the channels.

C. 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.

D. Select the Manage Capacities task.

Discussion 0

Correct Answer: B,C Vote an answer

Question 5

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

A. Assign the new business object to a page.

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 object access roles to an administrative user.

Discussion 0

Correct Answer: B,D Vote an answer

Question 6

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

A. Users can reopen a service request when the status is set to "Closed".

B. "Closed" status is set by an automatic job after a specified number of days.

C. Users can reopen a service request when the status is set to "Resolved".

D. "Customer working" is one of the five seeded status types.

E. If required, users can manually set the "Closed" status for a service request.

Discussion 0

Correct Answer: B,C Vote an answer

Question 7

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"?

A. 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".

B. Use the task "Manage Service 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 Service" profile option, and activate it.

D. 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".

E. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.

F. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.

Discussion 0

Correct Answer: E Vote an answer

Question 8

You have been asked about some of the features of CTI 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. 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.

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. There is not 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.

D. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

Discussion 0

Correct Answer: B Vote an answer

Oracle Engagement Cloud 2018 Implementation Essentials - 1Z1-993 Exam Practice Test

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