[Q35-Q59] Pass 1Z0-1064-21 Exam in First Attempt Guaranteed 100% Cover Real Exam Questions [Mar-2022]

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Pass 1Z0-1064-21 Exam in First Attempt Guaranteed 100% Cover Real Exam Questions [Mar-2022]

Valid 1Z0-1064-21 test answers & Oracle 1Z0-1064-21 exam pdf

NEW QUESTION 35
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

Add an extension column to the milestone object to hold the warning threshold value.

Configure an analytics report showing milestones in warning status.

Specify the warning threshold for the milestone in the standard coverages.

Create standard text to be posted to the message thread.

Configure the email template to be used for notification.

Configure an object workflow action to send the email when the milestone status changes to warning.

NEW QUESTION 36
Your customer has informed you about a possible errorin 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, losingtime and being ineffective.
What is causing the problem?

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.

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 alsoavailable.

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.

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.

NEW QUESTION 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 itis 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 valuesin the imported CSV file contain a new line character, then they must be enclosed within quotation marks.

NEW QUESTION 38
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

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

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

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

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

Milestones are commitments to handle SRs within certain timelines.

NEW QUESTION 39
Which three types of data are included in the interaction associatedwith a normal call flow?

Start time of the call

Agent name

Service Request create date

Contact name

Channel

NEW QUESTION 40
Identify the sequence of steps you must follow to disable the Service Communication channels.

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.

Navigate to Setup and maintenance > Selectthe Service offering > Select setup at the Administration section > Click Change configuration > Select the “Disable” column in “Service entitlements”

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”.

NEW QUESTION 41
Which two options are true about role synchronization for Digital Customer Service (DCS)?

is required for every DCS instance

also synchronizes userIDs and passwords between DCS and Engagement Cloud

enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

is real time

NEW QUESTION 42
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

NEW QUESTION 43
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.

NEW QUESTION 44
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

NEW QUESTION 45
Which two options are true about reporting on milestones?

Administrator-defined milestone data is not included in Analytics.

No standard reports onmilestones are provided.

Milestone reporting is performed via the CRM Service Request Real-Time subject area.

An as-delivered SLA Infolet shows near-overdue and overdue milestones.

NEW QUESTION 46
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.

NEW QUESTION 47
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.

NEW QUESTION 48
Digital Customer Service application configuration settings in json.cfg include which four options?

Default communication preferences

Knowledge management language locales

Default chat channel preferences

Service request links

Knowledge management article links

Product and category filtering

Default notification preferences

Default timezone

NEW QUESTION 49
Which two are required to publish a completed Digital Customer Service (DCS) application?

a single “publish” action to complete the task

nothing (DCS applications are always available to all users.)

moving the application to Staging and subsequently to Production status

system administrator approval

NEW QUESTION 50
Identify two correctstatements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.

VBCS is a visual development tool for creating applications in DCS.

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

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

DCS is a visual development tool for creating applications in VBCS.

NEW QUESTION 51
To create anew Survey object, you create a sandbox and set it as active.
Which two statements are correct while creating your Survey object in Application Composer?

Multiple users cannot use your sandbox at the same time.

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

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.

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

NEW QUESTION 52
Which four actions does the REST API for Service Requests (SRs) allow?

Update SR milestone

Create SR

Update SR assignee

Delete SR by SR number

Delete SR by SR title

NEW QUESTION 53
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.

NEW QUESTION 54
You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure userself-registration in your DCS application?

Configure the self-registrations to restrict registration to only existing Contacts.

Configure your self-registrations so that they are automatically approved.

Enable the self-registration steps in the”Manage Digital Customer Service Registration Profile Options” task.

Disable the anonymous access option in your DCS application.

NEW QUESTION 55
Your client needs to associate a product item to a product group but cannot make the association. Whatshould you check to identify the cause?

Validate that the product item is active and published.

Verify that Eligible for Service is selected on the product item.

Verify that Root Catalog is selected on the product groups.

Validate that AllowDuplicate is selected on the product item.

NEW QUESTION 56
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.

NEW QUESTION 57
Select the correct procedure to enable the Audit History tab for Service Requests.

Sign in to Engagement Cloud as anadministrator.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.

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.

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

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.

NEW QUESTION 58
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.

NEW QUESTION 59
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 addnew search filters.

Create a new search through the application composer.

Create several personalized searches and create them to each other.

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