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NO.16 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 andMaintenance > 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 profilevalue.

Select View > Detach.

NO.17 What should you do to enable Password Reset in Digital Customer Service (DCS)?

Add the Password Reset component to your DCS application.

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

Enablethe “Password Reset” option in the User Administration component.

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

NO.18 Which three statements are true?

Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.

Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.

Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.

Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.

NO.19 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 specificSR status

for a specific period of time

to a specific customer account

NO.20 Oracle Engagement Cloud provides tools to add or modify which six types of entities?

Icons

Themes

Object workflow

Exports

Reports

Fields

Objects

Roles and privileges

NO.21 Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

Shared Acrossthe 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.

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.

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

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.

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

NO.22 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?

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

Change the section identified with Status = New

In Advanced Search, save and select the “Set as Default” box.

In Advanced Search, select Action > Update.

Click the Show Advanced Search icon.

In Advanced Search, Add Channel Type = Web.

NO.23 You need to extract all service Request (SR) data from your Engagement Cloud site fromthe last 12 months.
Identify two valid approaches to get this large volume of data.

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

You can download large volumes of SR data from theAnalytics interface.

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

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

NO.24 Which three subobject functions are included in the REST API for Service Requests (SRs)?

Update SR reference

Update resource manager

Delete activity

Update resource member

Delete message

NO.25 You are creating orediting a SmartText entry. Which four options can you insert into the entry?

URLs

Tables

Images

Variables

Text

Other SmartText entries

NO.26 Yourcustomer 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.27 You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

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

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

You must make the changes using the Page Composer tool.

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

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

You can define the workflow to run when certain fields of the SRobject are changed.

NO.28 Which two actions can you takewhen 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 usingthe 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.29 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.30 If you did not use the Reference Implementationtemplate for your Digital Customer Service (DCS) application, you will _________.

not be able to preview your application before you publish it

have to contact Oracle Support for the permission to deploy your custom DCS application

be required tomap roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role

be required to create all of your own components for the display of Engagement Cloud objects

NO.31 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 queuefor these service requests?

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

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

The queue defined by default is the one assigned to the servicerequest.

The service request assignment will be unpredictable.

NO.32 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.33 Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not beingreceived.
What is the problem?

An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.

The configured frequency to retrieve emails is too long.

Incoming messages have a custom filter.

Incorrect configuration of the inbound profile option:
SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.

NO.34 What three things should you do once you have established a global default coverage?

Createan ESS job to Monitor Service Request Milestones.

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

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

Create an ESS job to Aggregate Service Requests.

NO.35 Given the entitlement rules below, if ahigh-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

Resolution is due on Saturday, 2 PM EST.

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

First Response is due on Friday, 12 noon EST.

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

NO.36 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 enablesanonymous 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.37 If you want to disable the ability to delete activities for all users, what action should you perform?

Remove the “delete activities” button from all pages used by the users who have this access.

Remove the “delete activities” role from all the users who have this role.

Remove the “delete activities” privilege from all the roles for users who have this access.

Remove the users of the roles who have the “delete activities” access.

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