Oracle Engagement Cloud 2018 Implementation Essentials (1Z0-993) Free Practice Test

Question 1

You need to extract all service Request (SR) data from your Engagement Cloud site from the last 12 months.
Identify two valid approaches to get this large volume of data.

A. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.

B. You must retrieve large volumes of data through a REST API endpoint.

C. You can download large volumes of SR data from the Analytics interface.

D. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.

Correct Answer: C,D

Question 2

Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Which option allows the customer to address the problem, so that all users can get articles in their native language?

A. Modify the original base locales of the articles to match the target language.

B. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.

C. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.

D. Enable new locales for the languages to be used and provision designated users to translate the articles.

Correct Answer: D

Question 3

Which two steps are needed to create a new business object in Digital Customer Service?

A. Map a Visual Builder Cloud Service business object to the object API.

B. Assign object access roles to an administrative user.

C. Assign the new business object to a new component.

D. Assign the new business object to a page.

Correct Answer: A,B

Question 4

Which two options are true about reporting on milestones?

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

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

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

D. No standard reports on milestones are provided.

Correct Answer: A,C

Question 5

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, Status, Problem Description

C. Title, Category, Severity

D. Title, Category, Severity, Status

E. Title

Correct Answer: D

Question 6

In which three situations can default coverage be applied?

A. to a specific customer account

B. for a specific SR status

C. for a specific period of time

D. for a specific SR category

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

Correct Answer: C,D,E

Question 7

Your customer has informed you about a possible error in 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, losing time and being ineffective.
What is causing the problem?

A. 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.

B. 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.

C. 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.

D. 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 also available.

Correct Answer: C

Question 8

Identify three considerations before starting the configuration of assignment rules to service requests.

A. the candidates of service requests to use as criteria for your rule assignments

B. the attributes of queues to use as criteria for your rule assignments

C. the rule sets you want to create and the rules to include in each rule set

D. the attributes of service requests to use as criteria for your rule assignments

E. the candidates of queues to use as criteria for your rule assignments

Correct Answer: A,C,E

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Oracle Engagement Cloud 2018 Implementation Essentials (1Z0-993) Free Practice Test