HomeOracleSales CloudOracle Engagement Cloud 2018 Certified 1Z0-993 Dumps Online

June 15, 2019

Oracle Engagement Cloud 2018 Certified 1Z0-993 Dumps Online

One who have gained Oracle Engagement Cloud 2018 Certified Implementation Specialist Certification has the knowledge to perform initial setup and configure service request management. This certification requires you pass 1Z0-993 Oracle Engagement Cloud 2018 Implementation exam. But it is difficult to pass. Do not worry, we today introduce you Oracle Engagement Cloud 2018 Certified 1Z0-993 Dumps Online which is new and accurate to ensure you pass 1Z0-993 exam in the first try.

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1. Which three statements are true about building Digital Customer Service (DCS) applications?

A. Many DCS applications can be active in production at the same time.

B. DCS includes a “reference implementation template” that illustrates recommended implementation practices.

C. Only one version of a DCS application can be active in production at any time.

D. DCS application can be embedded in other sites.

2. 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. Time Period

B. Duration

C. Available

D. Interval

E. Start/Stop

3. Identify three considerations before starting the configuration of assignment rules to service requests.

A. the attributes of queues to use as criteria for your rule assignments

B. the candidates of service requests to use as criteria for your rule assignments

C. the candidates of queues to use as criteria for your rule assignments

D. the attributes of service requests to use as criteria for your rule assignments

E. the rule sets you want to create and the rules to include in each rule set

4. 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: nnn[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_CUS

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_CUS

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_CUS

5. What should you do to enable Password Reset in Digital Customer Service (DCS)?

A. Add the Password Reset component to your DCS application.

B. Instruct users that they can only change their password by chatting with an agent.

C. Enable the “Password Reset” option in the User Administration component.

D. Obtain the Change Password Link and add it to your DCS page.

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

A. If required, users can manually set the “Closed” status for a service request.

B. Users can reopen a service request when the status is set to “Closed”.

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

D. “Closed” status is set by an automatic job after a specified number of days.

E. “Customer working” is one of the five seeded status types.

7. Select the correct procedure to enable the Audit History tab for Service Requests.

A. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Setup and Maintenance.Select the “Service” tile from the list of products.Click “Setup” in the Administration section.In the Functional Areas section, select “Productivity Tools”. Select the task “Manage Global Search Profile Options”.Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.

B. Sign in to Engagement Cloud as a user.From the navigation tool, select “Set Preferences”.Under “Service” select “Configure Audit History”.From the “Enable” tab, click “Yes” for the “Show Audit History” option.Select the “Fields” tab and add all desired fields to the “Displayed Fields” column.Select the “Filters” tab, choose an available field, add the desired filter, and add the filter to the “Active Filters” list.Save the configuration.

C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose “Appearance”.Under General, click “Enable” next to “Show Audit History” option.Save the configuration.

D. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for “Service Request Audit History”.In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.

8. You need to extract all service Request (SR) data from your Engagement Cloud site from the last 12 months.

Identify two valid approaches to get this large volume of data.

A. You can schedule a single export as an ESS job (also known as a “scheduled process”) for all 12 months of SR data.

B. You can download large volumes of SR data from the Analytics interface.

C. You must retrieve large volumes of data through a REST API endpoint.

D. You can schedule incremental exports as ESS jobs (also known as a “scheduled process”) on a periodic basis, such as weekly or monthly.

9. Which statement is correct when describing the process of adding assignment rules from Service

Setup?

A. Use the “Manage Service Assignment Rules” task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.

B. 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.

C. 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.

D. 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 conditions and actions, save and close.

10. A service agent can create tasks from different system areas.

Identify three modules where a service agent can create and associate tasks.

A. Sales opportunities

B. Notes

C. Contacts

D. Social network

E. Service requests

11. 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. Chat with an Agent about a Service Request.

B. View and edit attachments to a Service Request.

C. Create a Service Request.

D. Delete a Service Request.

E. Add a message to a Service Request.

12. Which four statements are correct about hotkeys for Action Commands?

A. They allow a user to escalate a service request.

B. They have default values.

C. They can all be modified.

D. They allow a user to forward a service request.

E. They can be assigned to a custom action script.

F. They allow a user to copy a service request.

13. Select three correct limits and restrictions when importing data from a file.

A. Both create and update operations are available for imported records.

B. By default, the import starts immediately after it is activated.

C. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.

D. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.

E. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.

14. 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 > Select the 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”.

15. Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A. Shared Across the Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.

B. In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.

C. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.

D. Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.

E. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.

16. Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?

A. Object triggers

B. Templates

C. Business objects

D. Languages

E. Object workflows

F. Pages

G. Themes

H. UI components

17. Milestones are not getting applied to service requests in the customer environment. Identify three causes.

A. The scheduled process has not been set up.

B. The Starts When criteria of the milestones is not True.

C. No default coverages are set up.

D. Entitlement rules are not valid for the service request.

18. What is the main function of the Data Security Policies?

A. defines the data a particular user can see and/or modify

B. defines the views the application can access

C. defines the privileges and roles a particular user can have

D. defines the views or functionalities the user can access

E. defines the actions a particular user can do

19. 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?

A. requires less work and effort

B. allows use of a simpler hierarchy

C. allows the display of a product hierarchy specifically for service purposes

D. allows you to use the same product hierarchy as sales

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

B. Select the profile SVC_SR_DEFAULT_SEVERITY_C

C. Lock the Profile Option for editing.

D. Modify the Profile Value and save.

E. Unlock and publish the new selected profile value.

F. Select View > Detach.

21. 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

C. Title, Category, Severity, Status

D. Title, Status, Problem Description

E. Title, Category, Severity

22. To create a new Survey object, you create a sandbox and set it as active.

Which two statements are correct while creating your Survey object in Application Composer?

A. Multiple users cannot use your sandbox at the same time.

B. You can set a second sandbox as Active at the same time in order to begin working on another new object.

C. Your changes won’t be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.

D. Your changes are isolated and do not impact other users’ configuration environments or the production environment.

23. 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 Administrator Profile Values”, search for the “Enable My Knowledge Menu for All Users” profile option, and activate it.

B. Use the task “manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for Service” profile option, and activate it.

C. 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”.

D. 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”.

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_IN_SR” profile option, and set “SITE” value to “Yes”.

24. Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.

A. VBCS is a visual development tool for creating applications in DC

B. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.

C. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.

D. DCS is a visual development tool for creating applications in VBC

25. Which two keyboard shortcuts can be modified?

A. OK

B. Create Service Request

C. Cancel

D. Save and Continue

E. Save and Close

26. Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.

Which are two reasons for this behavior?

A. You have not enabled the Computer Telephony Integration (CTI) service.

B. The only toolbar enabled is the default one, and you must configure at least two.

C. You did not enable the vertical toolbar which is required, while the horizontal is optional.

D. The signed-in user does not have the appropriate access privileges to a toolbar.

E. You entered a toolbar height that is not more than 70 pixels.

27. Your customer has informed you about a possible error in 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, losing time and being ineffective.

What is causing the problem?

A. 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.

B. 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 also available.

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. 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.

28. Import translated message bundles.

A. 1,3,2,4

B. 3,2,4,1

C. 2,4,3,1

D. 1,2,3,4

29. Which four actions does the REST API for Service Requests (SRs) allow?

A. Update SR milestone

B. Create SR

C. Update SR assignee

D. Delete SR by SR number

E. Delete SR by SR title

30. You want to configure the workflow for the standard Service Request (SR) object.

Which four actions can you do?

A. You can modify the workflow to update field values within the SR object.

B. You can generate tasks for the SR object from the workflow.

C. You must make the changes using the Page Composer tool.

D. You will be required to code any new workflow actions in Groovy.

E. You can send an e-mail notification to specified recipients.

F. You can define the workflow to run when certain fields of the SR object are changed.

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