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NO.26 Which four statements are correct about hotkeys for Action Commands?

They allow a user to escalate a service request.

They have default values.

They can all be modified.

They allow a user to forward a service request.

They can be assigned to a custom action script.

They allow a user to copy a service request.

NO.27 Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

Select Create Category > Create Top-Level Category.

Check the Active flag.

Select the task Manage Service Request Categories.

Select Status = “Active”.

Select Service Catalog in Functional Areas.

Select Create Category > Create Child Category.

Complete Category Name.

NO.28 What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

Chat with an Agent about a Service Request.

View and edit attachments to a Service Request.

Create a Service Request.

Delete a Service Request.

Add a message to a Service Request.

NO.29 What three things should you do once you have established a global default coverage?

Create an ESS job to Monitor Service Request Milestones.

Create an ESS job to Aggregate Service Requests.

Use Application Composer to configure warning emails about milestone compliance events.

Use Application Composer to include milestones on the Service Request Layout if desired.

NO.30 Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.

Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.

There is a configuration failure in the publishing task. A user provisioned as “Knowledge Manager” must ensure that the “automatic refresh for articles” option is set to “Yes” from the “Manage Administrator Profile Values” task.

Users that want to see immediate updates to articles must have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.

NO.31 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?

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

Select the Manage Capacities task.

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

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.

NO.32 Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.

You can create a trigger on the Trouble Ticket object using the Upon Import Into Database trigger event to update the custom “OpenTroubleTickets” of the Account object.

You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5

You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.

NO.33 Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?

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

Select the profile SVC_SR_DEFAULT_SEVERITY_CD.

Lock the Profile Option for editing.

Modify the Profile Value and save.

Unlock and publish the new selected profile value.

Select View > Detach.

NO.34 Which two are true characteristics about the lifecycle of a service request?

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

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

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

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

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

NO.35 Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

It does not require matching passwords between Engagement Cloud and DCS.

It is configured exclusively via the Engagement Cloud Security Console.

It enables anonymous users to search the DCS knowledge base.

It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.

NO.36 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?

Time Period

Duration

Available

Interval

Start/Stop

NO.37 Select three correct limits and restrictions when importing data from a file.

Both create and update operations are available for imported records.

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

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

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

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

NO.38 In which three situations can default coverage be applied?

globally, to all service requests that do not have any other coverage

for a specific SR category

for a specific SR status

for a specific period of time

to a specific customer account

NO.39 One of your service agents needs a new search filter on his Service Requests’ list page.
How can the agent achieve this?

Add fields from the advanced search functionality.

Grant the agent Administrator permissions to add new search filters.

Create a new search through the application composer.

Create several personalized searches and create them to each other.

NO.40 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?

requires less work and effort

allows use of a simpler hierarchy

allows the display of a product hierarchy specifically for service purposes

allows you to use the same product hierarchy as sales

NO.41 You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?

Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service

Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service

Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects

Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service

NO.42 When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

1,3,2,4

3,2,4,1

2,4,3,1

1,2,3,4

NO.43 Identify three considerations before starting the configuration of assignment rules to service requests.

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

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

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

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

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

NO.44 Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?

Adjust the inbound message filters.

Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.

Adjust permissions on all customer’s profiles.

Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.

NO.45 A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.

Sales opportunities

Notes

Contacts

Social network

Service requests

NO.46 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?

You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

You have to edit the e-mail template and add HTML code to customize the standard text section.

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.

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.

NO.47 You are creating or editing a SmartText entry. Which four options can you insert into the entry?

URLs

Tables

Images

Variables

Text

Other SmartText entries

NO.48 Your customer has three service request child categories under the top-level service request category “Accounts”:
Gold Accounts
Silver Accounts
Basic Accounts
You now want to disable the “Silver Accounts” category.
Which option meets the requirement?

In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the “Accounts” category and deselect the “Active” Column.

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.

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.

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.

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