Oracle 1Z0-1064-20 問題集

質問 1：
Your customer is asking for a modification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?
A. Manage Service Request Resolutions
B. Manage Service Request Severities
C. Manage Service Request Products
D. Manage Service Request Categories
E. Manage Service Request Status Values
F. Manage Service Request Queue
正解：C,D,E,F

質問 2：
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
A. Templates
B. Themes
C. Languages
D. Object workflows
E. UI components
F. Pages
G. Object triggers
H. Business objects
正解：A,B,D,F,G,H

質問 3：
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?
A. Lock the Profile Option for editing.
B. Modify the Profile Value and save.
C. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
D. Unlock and publish the new selected profile value.
E. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
F. Select View > Detach.
正解：B,C,D

質問 4：
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?
A. You will be required to code any new workflow actions in Groovy.
B. You must make the changes using the Page Composer tool.
C. You can modify the workflow to update field values within the SR object.
D. You can define the workflow to run when certain fields of the SR object are changed.
E. You can send an e-mail notification to specified recipients.
F. You can generate tasks for the SR object from the workflow.
正解：C,D,E,F

質問 5：
Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?
A. Adjust the inbound message filters.
B. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
C. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
D. Adjust permissions on all customer's profiles.
正解：C

質問 6：
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 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. 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.
B. 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.
C. 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.
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.
正解：B