1z0-1064-22 by Oracle Actual Free Exam Questions And Answers

Question 1

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

A. Default communication preferences

B. Service request links

C. Default chat channel preferences

D. Knowledge management language locales

E. Default timezone

F. Knowledge management article links

G. Default notification preferences

H. Product and category filtering

Discussion 0

Correct Answer: B,D,F,H Vote an answer

Question 2

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?

A. The queue defined in the first evaluated rule is always assigned to the service request.

B. The service request assignment will be unpredictable.

C. The queue defined by default is the one assigned to the service request.

D. An error will occur; no queue is assigned to the service request.

Discussion 0

Correct Answer: A Vote an answer

Question 3

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

A. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.

B. Resolution is due on Saturday, 2 PM EST.

C. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.

D. First Response is due on Friday, 12 noon EST.

Discussion 0

Correct Answer: A,D Vote an answer

Question 4

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

A. Milestones are customizable by an administrator to include any number of organization-specific milestone types.

B. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.

C. Milestones are commitments to handle SRs within certain timelines.

D. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.

E. Milestones are actions on a service request (SR) that must be completed by a specific time.

Discussion 0

Correct Answer: A,B,D Vote an answer

Question 5

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. In Advanced Search, select Action > Update.

B. Change the section identified with Status = New

C. In Advanced Search, confirm Record Set = Assigned to Me.

D. In Advanced Search, save and select the "Set as Default" box.

E. Click the Show Advanced Search icon.

F. In Advanced Search, Add Channel Type = Web.

Discussion 0

Correct Answer: B,C,D,E,F Vote an answer

Question 6

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

A. View and edit attachments to a Service Request.

B. Delete a Service Request.

C. Add a message to a Service Request.

D. Chat with an Agent about a Service Request.

E. Create a Service Request.

Discussion 0

Correct Answer: A,B,D,E Vote an answer

Question 7

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

A. Unlock and publish the new selected profile value.

B. Select View > Detach.

C. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.

D. Lock the Profile Option for editing.

E. Modify the Profile Value and save.

F. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.

Discussion 0

Correct Answer: A,C,E Vote an answer

Question 8

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. Available

B. Time Period

C. Interval

D. Start/Stop

E. Duration

Discussion 0

Correct Answer: E Vote an answer

Oracle B2B Service 2022 Implementation Professional - 1z0-1064-22 Exam Practice Test

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