Highest Quality 1z0-993 Braindump 2021

NEW QUESTION 1
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

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

Answer: ABE

NEW QUESTION 2
You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?

• A. Setup and maintenance > Sales > Service Request > Manage Oracle Social Network Objects
• B. Setup and maintenance > Service > Configuration and Security > 5ervice Request > Manage Oracle Social Network Objects for Service
• C. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
• D. Setup and maintenance > Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service

Answer: B

NEW QUESTION 3
When published, SmartText entries can be made available to which two options?

• A. specific users (i.
• B. "Select from list")
• C. all users (i.e., "Public")
• D. you and your immediate coworkers (i.
• E. "My Group")
• F. yourself only (i.
• G. "Private")
• H. this folder (i.
• I. "Users with folder access only")

Answer: DE

NEW QUESTION 4
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 internally to agents as part of the Service Request Knowledge Panel.
• B. Make them available to external users by giving them access to the internal “My Knowledge”
• C. Make them available to employees and agents via My Knowledge.
• D. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
• E. Make them available externally to customers via Digital Customer Service (DCS).

Answer: CDE

NEW QUESTION 5
Which four of the following are required to connect to the Engagement Cloud REST API? A. a user with role access to the object being called

• A. VPN access to your Engagement Cloud instance
• B. the use of Java
• C. the use of SSL
• D. the correct URI
• E. a general understanding of REST resource types

Answer: BCDE

NEW QUESTION 6
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. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE
• D. Incoming messages have a custom filte

Answer: D

NEW QUESTION 7
Which statement is correct when describing the process of adding assignment rules from Service Setup?

• A. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
• B. Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.
• C. Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
• D. Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.

Answer: B

NEW QUESTION 8
Oracle Engagement Cloud provides tools to add of modify which six types of entities?

• A. Themes
• B. Reports
• C. Exports
• D. Icons
• E. Objects
• F. Roles and privileges
• G. Object workflow
• H. Fields

Answer: BCEH

NEW QUESTION 9
What three things should you do once you have established a global default coverage?

• A. Create an ESS job to Monitor Service Request Milestones.
• B. Use Application Composer to include milestones on the Service Request Layout if desired.
• C. Create an ESS job to Aggregate Service Requests.
• D. Use Application Composer to configure warning emails about milestone compliance event

Answer: ABC

NEW QUESTION 10
Which two actions can you take when using Application Composer to create a new Trouble Ticket object?

• A. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5.
• B. You can create a trigger on the Trouble Ticket object using the Upon Import into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
• C. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
• D. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.

Answer: AB

NEW QUESTION 11
Which two ate requited to publish a completed Digital Customer Service (DCS) application?

• A. a single "publish" action to complete the task
• B. system administrator approval
• C. moving the application to Staging and subsequently to Production status
• D. nothing (DCS applications are always available to all users.)

Answer: CD

NEW QUESTION 12
In which three situations can default coverage be applied?

• A. for a specific SR status
• B. to a specific customer account
• C. for a specific SR category
• D. globally, to all service requests that do not have any other coverage
• E. for a specific period of time

Answer: CDE

NEW QUESTION 13
Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR Identify three advantages of selecting the category correctly.

• A. Filter the selection of the product related to the service request, when filtering by a particular category.
• B. The hierarchical structure of the categories helps to improve the service request classification.
• C. Categories determine the steps an agent must follow to close the service request.
• D. Categories facilitate the assignment of an agent to the service request.
• E. Categories improve the filtering of Knowledge articles that might contain a potential solution to the proble

Answer: BDE

NEW QUESTION 14
Your client has noticed that inbound emails from customers are not creating or updating requests. Which step should they perform to automate it?

• A. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
• B. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
• C. Adjust permissions on all customer's profiles,
• D. Adjust the inbound message filter

Answer: B

NEW QUESTION 15
Which two are true characteristics about the lifecycle of a service request?

• A. "Customer working" is one of the five seeded status types.
• B. If required, users can manually set the "Closed" status for a service request.
• C. Users can reopen a service request when the status is set to "Closed".
• D. "Closed" status is set by an automatic job after a specified number of days.
• E. Users can reopen a service request when the status is set to "Resolved".

Answer: DE

NEW QUESTION 16
Your customer has three service request child categories under the top-level service request category “Accounts”:
• Gold Accounts
• Sliver 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 Child Categories, 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 RequestCategories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.

Answer: B

NEW QUESTION 17
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 configurabl
• B. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
• C. Rules follow a priority orde
• D. 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,
• E. Rules do not follow an orde
• F. 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.
• G. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisione
• H. The URL is empty so the system shows the contact edit page.

Answer: D

NEW QUESTION 18
Which is the correct order of steps to add and use a new condition columns to the entitlement rules for a standard coverage?
1. Create a matrix class with the attribute.
2. Modify a service mapping and add the desired attribute.
3. Specify the values for new column in one or more entitlement rules.
4. Use the new/modified entitlement type in the standard coverage.
5. Include the attribute from the optional results columns to the available metrics.

• A. 1, 2, 5, 3, 4
• B. 2, 1, 4, 5, 3
• C. 1, 2, 3, 4, 5
• D. 2, 4, 1, 5, 3

Answer: D

NEW QUESTION 19
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. Diagnose the usage of the articles to eliminate all non used documents to avoid unnecessary translations.
• B. Enable new locales for the languages to be used and provision designated users to translate the articles.
• C. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.
• D. Modify the original base locales of the articles to match the target languag

Answer: B

NEW QUESTION 20
Which three statements are true?

• A. Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.
• B. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
• C. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.
• D. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other service

Answer: BCD

NEW QUESTION 21
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?

• A. allows use of a simpler hierarchy
• B. allows the display of a product hierarchy specifically for service purposes
• C. allows you to use the same product hierarchy as sales
• D. requires less work and effort

Answer: CD

NEW QUESTION 22
Which three options are defined by a standard coverage rule?

• A. the start and end date for applying the rule
• B. a commitment to handle SRs within certain SLAs
• C. the time in minutes before the First Response milestone is due
• D. the date and time of the last customer response
• E. a condition that applies based on the severity of the service request

Answer: CDE

NEW QUESTION 23
You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?

• A. Start/Stop
• B. Duration
• C. Time Period
• D. Available
• E. Interval

Answer: B

NEW QUESTION 24
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