Oracle 1z0-1064-22 問題集

質問 1：
What should you do to enable Password Reset in Digital Customer Service (DCS)?
A. Add the Password Reset component to your DCS application.
B. Enable the "Password Reset" option in the User Administration component.
C. Obtain the Change Password Link and add it to your DCS page.
D. Instruct users that they can only change their password by chatting with an agent.
正解：C

質問 2：
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 3：
Which two statements are true regarding the Audit History tab of a Service Request?
A. It is searchable by date range, username, event type, event severity, and event duration.
B. It is available only to authorized administrators.
C. It is enabled by default.
D. It is exportable to Excel.
E. It allows users to save searches for later reuse.
正解：C,E

質問 4：
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. Add a message to a Service Request.
C. View and edit attachments to a Service Request.
D. Delete a Service Request.
E. Create a Service Request.
正解：A,C,D,E

質問 5：
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. Incoming messages have a custom filter.
B. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
C. The configured frequency to retrieve emails is too long.
D. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
正解：A

質問 6：
Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2.
Which two steps do you have to follow to limit the channel capacity as required?
A. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
B. In the Work Assignments section, modify the default value in the Capacity field to a new value.
C. Modify the default values in the Capacity fields for the channels.
D. Select the Manage Capacities task.
正解：A,C

質問 7：
Which four actions does the REST API for Service Requests (SRs) allow?
A. Delete SR by SR title
B. Update SR assignee
C. Create SR
D. Delete SR by SR number
E. Update SR milestone
正解：B,C,D,E

質問 8：
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.
A. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.
B. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
C. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
D. Milestones are commitments to handle SRs within certain timelines.
E. Milestones are actions on a service request (SR) that must be completed by a specific time.
正解：A,B,C