1Z0-1064-21試験無料問題集（78題）「Oracle B2B Service 2021 Implementation Essentials 認定」

出題：1

Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasonsfor this behavior?

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

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

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

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

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

正解：A,D 解答を投票する

出題：2

You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which threeoptions achieve your customer's requirement?

A. Make them available to external users by giving them access to the internal "My Knowledge" page.

B. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.

C. Make them available internally to agents as part of the Service Request Knowledge Panel.

D. Make them availableto employees and agents via My Knowledge.

E. Make them available externally to customers via My Digital Customer Service (DCS).

正解：B,D,E 解答を投票する

出題：3

You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.

B. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browserpage or not.

C. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.

D. Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

正解：B 解答を投票する

出題：4

Which three subobject functions are included in the REST API for Service Requests (SRs)?

A. Update resource member

B. Delete message

C. Update SR reference

D. Update resource manager

E. Delete activity

正解：A,C,E 解答を投票する

出題：5

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?

A. 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.

B. 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.

C. 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.

D. 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.

正解：D 解答を投票する

出題：6

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?

A. Select Service Catalog in Functional Areas.

B. Check the Active flag.

C. Select the task Manage Service Request Categories.

D. Select Create Category > Create Top-Level Category.

E. Select Status = "Active".

F. Complete Category Name.

G. Select Create Category > Create Child Category.

正解：C,D,E,G 解答を投票する

出題：7

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

A. Default timezone

B. Service request links

C. Default chat channel preferences

D. Knowledge management article links

E. Knowledge management language locales

F. Default notification preferences

G. Default communication preferences

H. Product and category filtering

正解：B,D,E,H 解答を投票する

出題：8

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. Modify the Profile Value and save.

B. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.

C. Navigate to Setup andMaintenance > Service > Service Request > Manage Service Request Profile Options.

D. Select View > Detach.

E. Unlock and publish the new selected profilevalue.

F. Lock the Profile Option for editing.

正解：A,B,E 解答を投票する

1Z0-1064-21試験無料問題集「Oracle B2B Service 2021 Implementation Essentials 認定」