Down To Date 1z0-1064 Q&A 2021

NEW QUESTION 1
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.

• A. 1,3,2,4
• B. 3,2,4,1
• C. 2,4,3,1
• D. 1,2,3,4

Answer: D

NEW QUESTION 2
Which two options are true about reporting on milestones?

• A. Administrator-defined milestone data is not included in Analytics.
• B. No standard reports on milestones 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.

Answer: AD

NEW QUESTION 3
Which four statements are correct about hotkeys for Action Commands?

• A. They allow a user to escalate a service request.
• B. They have default values.
• C. They can all be modified.
• D. They allow a user to forward a service request.
• E. They can be assigned to a custom action script.
• F. They allow a user to copy a service request.

Answer: ABCD

NEW QUESTION 4
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

Answer: AD

NEW QUESTION 5
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

• A. Add images as the product image will not be pulled from Engagement Cloud.
• B. Add the Product object to your DCS application.
• C. Add product ID(s) to the database component.
• D. Configure products groups and product items in Engagement Cloud.

Answer: BCD

NEW QUESTION 6
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

Answer: C

NEW QUESTION 7
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
What is the problem?

• A. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
• B. The configured frequency to retrieve emails is too long.
• C. Incoming messages have a custom filter.
• D. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.

Answer: C

NEW QUESTION 8
Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

• A. Select Create Category > Create Top-Level Category.
• B. Check the Active flag.
• C. Select the task Manage Service Request Categories.
• D. Select Status = “Active”.
• E. Select Service Catalog in Functional Areas.
• F. Select Create Category > Create Child Category.
• G. Complete Category Name.

Answer: ACDF

NEW QUESTION 9
Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?

• A. The user doesn’t have the role ENABLE_LOCALE_FILTER_ROLE.
• B. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
• C. The batch job for recommendations has not been executed.
• D. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
• E. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.

Answer: A

NEW QUESTION 10
Identify the sequence of steps you must follow to disable the Service Communication channels.

• A. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.
• B. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the “Disable” column in “Service entitlements”
• C. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the “Communication” option.
• D. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the “Communication Channels” option.
• E. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the “Enable” column in “Communication Channels”.

Answer: C

NEW QUESTION 11
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. Deploy the Auto-Translate option on existing articles and turn on the “auto-Translate new articles” feature.
• C. Enable new locales for the languages to be used and provision designated users to translate the articles.
• D. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.

Answer: C

NEW QUESTION 12
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

• A. Add an extension column to the milestone object to hold the warning threshold value.
• B. Configure an analytics report showing milestones in warning status.
• C. Specify the warning threshold for the milestone in the standard coverages.
• D. Create standard text to be posted to the message thread.
• E. Configure the email template to be used for notification.
• F. Configure an object workflow action to send the email when the milestone status changes to warning.

Answer: BCE

NEW QUESTION 13
Your customer wants to have a vertical Media Toolbar 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. The Vertical 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.

Answer: D

NEW QUESTION 14
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?

• A. An error will occur; no queue is assigned to the service request.
• B. The queue defined in the first evaluated rule is always assigned to the service request.
• C. The queue defined by default is the one assigned to the service request.
• D. The service request assignment will be unpredictable.

Answer: B

NEW QUESTION 15
Select the correct procedure to enable the Audit History tab for Service Requests.

• A. Sign in to Engagement Cloud as an administrator.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.
• B. 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.
• C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose “Appearance”.Under General, click “Enable” next to “Show Audit History” option.Save the configuration.
• D. 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.

Answer: D

NEW QUESTION 16
Select three correct limits and restrictions when importing data from a file.

• A. Both create and update operations are available for imported records.
• B. By default, the import starts immediately after it is activated.
• C. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
• D. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
• E. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.

Answer: ABC

NEW QUESTION 17
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
“Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081)
Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: nnn-test.fa.extservice.incoming.2@oracle.com. {#
#SR0000003056# #}”
Which statement is true?

• A. You can completely eliminate the standard text appended by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
• B. You have to edit the e-mail template and add HTML code to customize the standard text section.
• C. You can eliminate part of the standard message, but cannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
• D. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

Answer: C

NEW QUESTION 18
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

• A. Chat with an Agent about a Service Request.
• B. View and edit attachments to a Service Request.
• C. Create a Service Request.
• D. Delete a Service Request.
• E. Add a message to a Service Request.

Answer: ABCD

NEW QUESTION 19
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. Enable the “Password Reset” option in the User Administration component.
• D. Obtain the Change Password Link and add it to your DCS page.

Answer: D

NEW QUESTION 20
Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Resolution Metric = 2880
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.

Answer: BC

NEW QUESTION 21
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