Oracle 1Z0-1064-20 問題集

質問 1：
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?
A. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".
B. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
C. 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".
D. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
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_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".
正解：B

質問 2：
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
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. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
B. Resolution is due on Saturday, 2 PM 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.
正解：A,C

質問 3：
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?
A. The team members don't have the Email Administrator Role provisioned.
B. There are no specific e-mail tasks available.
C. The environment was not provisioned correctly and the service module is missing.
D. The team members have not established the e-mail feature on the Offerings page.
正解：D

質問 4：
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. Complete Category Name.
B. Select Create Category > Create Top-Level Category.
C. Select Create Category > Create Child Category.
D. Select Service Catalog in Functional Areas.
E. Select Status = "Active".
F. Check the Active flag.
G. Select the task Manage Service Request Categories.
正解：B,C,E,G

質問 5：
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 for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
B. Make them available to external users by giving them access to the internal "My Knowledge" page.
C. Make them available internally to agents as part of the Service Request Knowledge Panel.
D. Make them available externally to customers via My Digital Customer Service (DCS).
E. Make them available to employees and agents via My Knowledge.
正解：A,D,E

質問 6：
Which two keyboard shortcuts can be modified?
A. Create Service Request
B. Cancel
C. Save and Close
D. OK
E. Save and Continue
正解：A,D

質問 7：
Which two options are true about role synchronization for Digital Customer Service (DCS)?
A. is real time
B. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
C. also synchronizes userIDs and passwords between DCS and Engagement Cloud
D. is required for every DCS instance
正解：A,D