최신 1z0-1064-22 무료덤프 - Oracle B2B Service 2022 Implementation Professional

문제1

To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?

A. Title, Status

B. Title, Category, Severity, Status

C. Title, Status, Problem Description

D. Title, Category, Severity

E. Title

정답: B

문제2

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

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

B. is real time

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

D. is required for every DCS instance

정답: B,D

문제3

Which two keyboard shortcuts can be modified?

A. Save and Close

B. Create Service Request

C. Cancel

D. OK

E. Save and Continue

정답: B,D

문제4

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 three options 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 externally to customers via My Digital Customer Service (DCS).

C. Make them available to employees and agents via My Knowledge.

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

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

정답: B,C,E

문제5

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

A. Create SR

B. Delete SR by SR number

C. Delete SR by SR title

D. Update SR milestone

E. Update SR assignee

정답: A,B,D,E

문제6

Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A. In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.

B. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.

C. Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.

D. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.

E. Shared Across the Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.

정답: A,D,E

문제7

Which three types of data are included in the interaction associated with a normal call flow?

A. Contact name

B. Service Request create date

C. Channel

D. Agent name

E. Start time of the call

정답: A,B,D

문제8

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?

A. Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects

B. Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service

C. Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service

D. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service

정답: B

최신 1z0-1064-22 무료덤프 - Oracle B2B Service 2022 Implementation Professional

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