100%無料1Z0-1064-21試験問題集リアルB2B Service問題集78解答を掴み取れ！ [Q19-Q43]

新問題 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.
Whichoption allows the customer to address the problem, so that all users can get articles in their native language?

新問題 20
Your customer has informed you about a possible errorin 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, losingtime and being ineffective.
What is causing the problem?

新問題 21
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 4to 2.
Which two steps do you have to follow to limit the channel capacity as required?

新問題 22
Your customer wants to have a vertical MediaToolbar instead of the Horizontal one.
Which statement is true?

新問題 23
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

新問題 24
You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client’s calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer’s issue.

新問題 25
Which two steps are needed to create a new business object in Digital Customer Service?

新問題 26
Which four actions does the REST API for Service Requests (SRs) allow?

新問題 27
Your client needs to associate a product item to a product group but cannot make the association. Whatshould you check to identify the cause?

新問題 28
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)?

新問題 29
Which three subobject functions are included in the REST API for Service Requests (SRs)?

新問題 30
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is somestandard 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: [email protected]. {#
#SR0000003056# #}”
Which statement is true?

新問題 31
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

新問題 32
Which two are true characteristics about the lifecycle of a service request?

新問題 33
Your customer has three service request child categories under the top-level service requestcategory
“Accounts”:
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the “Silver Accounts” category.
Which option meets the requirement?

新問題 34
Which three statements are true about building Digital Customer Service (DCS)applications?

新問題 35
What three things should you do once you have established a global default coverage?

新問題 36
Oracle Engagement Cloud provides tools to add or modify which six types of entities?

新問題 37
Your client has noticed that inbound emails from customers are not creating or updatingservice requests.
Which step should they perform to automate it?

新問題 38
You have been instructed to implement the “My Knowledge” page for your customer’s Engagement Cloud site.
Which is the correct first action inconfiguring “My Knowledge”?

新問題 39
Given the entitlement rules below, if ahigh-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

新問題 40
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not beingreceived.
What is the problem?

新問題 41
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 threeoptions achieve your customer’s requirement?

新問題 42
If you did not use the Reference Implementationtemplate for your Digital Customer Service (DCS) application, you will _________.

新問題 43
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.