Question 1

Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR),an agent searches the product categories and chooses the appropriate type of equipment for that SR.Identify three advantages of selecting the category correctly.

Options :

A : The hierarchical structure of the categories helps to improve the service request classification.

B : Categories determine the steps an agent must follow to close the service request.

C : Categories facilitate the assignment of an agent to the service request.

D : Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.

E : Filter the selection of the product related to the service request, when filtering by a particular category.

Answer: A,C,D

Question 2

In which three situations can default coverage be applied?

Options :

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

B : for a specific SR category

C : for a specific SR status

D : for a specific period of time

E : to a specific customer account

Answer: A,B,D

Question 3

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

Options :

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”.

Answer: C

Question 4

You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.Which is the main reason for this issue?

Options :

A : There are no specific e-mail tasks available.

B : The environment was not provisioned correctly and the service module is missing.

C : The team members don’t have the Email Administrator Role provisioned.

D : The team members have not established the e-mail feature on the Offerings page.

Answer: D

Question 5

Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

Options :

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

B : It is configured exclusively via the Engagement Cloud Security Console.

C : It enables anonymous users to search the DCS knowledge base.

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

Answer: B,C

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