2022 Updated Verified 1Z0-1064-21 Q&As – Pass Guarantee or Full Refund [Q22-Q39]

29May 2022 by admin No Comments

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2022 Updated Verified 1Z0-1064-21 Q&As – Pass Guarantee or Full Refund

[May-2022] 1Z0-1064-21 Certification with Actual Questions from PracticeMaterial

NEW QUESTION 22
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?

Make them available to external users by giving them access to the internal “My Knowledge” page.

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

Make them availableto employees and agents via My Knowledge.

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

Make them available for users with the “Knowledge Analyst” and “Knowledge Manager” roles only.

NEW QUESTION 23
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.

NEW QUESTION 24
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

NEW QUESTION 25
Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4to 2.
Which two steps do you have to follow to limit the channel capacity as required?

Modify the default values in the Capacity fields for the channels.

Select the Manage Capacities task.

In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.

In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.

NEW QUESTION 26
When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

1,3,2,4

3,2,4,1

2,4,3,1

1,2,3,4

NEW QUESTION 27
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 28
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 29
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 30
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 31
What is the main function of the Data Security Policies?

defines the data a particular user can see and/or modify

defines the views the application can access

defines the privileges and roles a particular user can have

defines the views or functionalities the user can access

defines the actions a particular user can do

NEW QUESTION 32
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 33
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 34
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.

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

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.

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.

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.

NEW QUESTION 35
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

The scheduledprocess has not been set up.

The Starts When criteria of the milestones is not True.

No default coverages are set up.

Entitlement rules are not valid for the service request.

NEW QUESTION 36
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 37
Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

The User Group selected for authoring articles has been set to ‘External”.

The Base Locale for the articles has not been enabled in the correct language.

Users have not been given the “Knowledge Analyst” role.

The “Show article snippet in search and recommend” option has not been selected in the task “Manage Administrator Profile Values”.

NEW QUESTION 38
Which two statements are true regarding the Audit History tab of a Service Request?

It is enabled by default.

It is available only toauthorized administrators.

It is searchable by date range, username, event type, event severity, and event duration.

It is exportable to Excel.

It allows users to save searches for later reuse.

NEW QUESTION 39
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

It allows edits to dashboard pages.

It requires the use of a sandbox to modify the fieldsassociated with standard and custom objects.

It requires proper permissions to use the tools and additional permissions to edit the desired object.

In includes a preview option for all standard and custom object pages.

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