Oracle Engagement Cloud provides tools to add or modify which six types of entities?
A. Icons
B. Themes
C. Object workflow
D. Exports
E. Reports
F. Fields
G. Objects
H. Roles and privileges
What is the main function of the Data Security Policies?
A. defines the data a particular user can see and/or modify
B. defines the views the application can access
C. defines the privileges and roles a particular user can have
D. defines the views or functionalities the user can access
E. defines the actions a particular user can do
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
C. Title, Category, Severity, Status
D. Title, Status, Problem Description
E. Title, Category, Severity
What should you do to enable Password Reset in Digital Customer Service (DCS)?
A. Add the Password Reset component to your DCS application.
B. Instruct users that they can only change their password by chatting with an agent.
C. Enablethe "Password Reset" option in the User Administration component.
D. Obtain the Change Password Link and add it to your DCS page.
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
A. Resolution is due on Saturday, 2 PM EST.
B. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
C. First Response is due on Friday, 12 noon EST.
D. If the SR is not resolved,Resolution warning will occur on Monday, 12 noon EST.
Which two statements are true regarding the Audit History tab of a Service Request?
A. It is enabled by default.
B. It is available only toauthorized administrators.
C. It is searchable by date range, username, event type, event severity, and event duration.
D. It is exportable to Excel.
E. It allows users to save searches for later reuse.
Which option describes the automated page presentation for incoming calls?
A. a feature that displays a caller-appropriate application page based on your customer's native language when you answeryour phone
B. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
C. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
D. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
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
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action inconfiguring "My Knowledge"?
A. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
B. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
C. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".
D. Use the task "ManageService Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".
E. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
F. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
Your customer has three service request child categories under the top-level service requestcategory "Accounts":
Gold Accounts Silver Accounts Basic Accounts
You now want to disable the "Silver Accounts" category. Which option meets the requirement?
A. In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column.
B. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
C. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
D. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
