1Z0-1064-20 Online Practice Questions and Answers

In which three situations can default coverage be applied?

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

B. for a specific SR category

C. for a specificSR status

D. for a specific period of time

E. to a specific customer account

Your client has noticed that inbound emails from customers are not creating or updatingservice requests.

Which step should they perform to automate it?

A. Adjust the inbound message filters.

B. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.

C. Adjust permissions on all customer's profiles.

D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.

Your customer wants to have a vertical MediaToolbar instead of the Horizontal one. Which statement is true?

A. The only Vertical Toolbar that you can enable is the Notifications Toolbar.

B. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.

C. TheVertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.

D. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.

Your customer is asking for amodification of Lookup Types in Service Request.

You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.

Which four lookups can be modified from this task list?

A. Manage Service Request Products

B. Manage Service Request Status Values

C. Manage Service Request Categories

D. Manage Service Request Severities

E. Manage Service Request Queue

F. Manage Service Request Resolutions

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.

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 ofKnowledge 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.

If you did not use the Reference Implementationtemplate for your Digital Customer Service (DCS) application, you will _________.

A. not be able to preview your application before you publish it

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

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

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

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

A. is required for every DCS instance

B. also synchronizes userIDs and passwords between DCS and Engagement Cloud

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

D. is real time

Which two options are true about reporting on milestones?

A. Administrator-defined milestone data is not included in Analytics.

B. No standard reports onmilestones are provided.

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

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

What three things should you do once you have established a global default coverage?

A. Createan ESS job to Monitor Service Request Milestones.

B. Create an ESS job to Aggregate Service Requests.

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

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

One of your service agents needs a new search filter on his Service Requests' list page. How can the agent achieve this?

A. Add fields from the advanced search functionality.

B. Grant the agent Administrator permissions to addnew search filters.

C. Create a new search through the application composer.

D. Create several personalized searches and create them to each other.