Latest 1z0-993 Questions Pool 2021

Ucertify offers free demo for 1z0-993 exam. "Oracle Engagement Cloud 2021 Implementations Essentials", also known as 1z0-993 exam, is a Oracle Certification. This set of posts, Passing the Oracle 1z0-993 exam, will help you answer those questions. The 1z0-993 Questions & Answers covers all the knowledge points of the real exam. 100% real Oracle 1z0-993 exams and revised by experts!

Identify three considerations before starting the configuration of assignment rules to service requests.

  • A. the attributes of service requests to use as criteria for your rule assignments
  • B. the attributes of queues to use as criteria for your rule assignments
  • C. the candidates of queues to use as criteria for your rule assignments
  • D. the rule sets you want to create and the rules to include in each rule set
  • E. the candidates of service requests to use as criteria for your rule assignments

Answer: CDE

Your customer wants their milestones to only be due during working hours on weekdays. What characteristics of the Coverage Times must be configured?

  • A. The customer must configure at least one interval for every day from Monday to Friday.
  • B. The customer must set the time zone to UTC
  • C. The customer must configure a lunch break on weekdays.
  • D. The customer can optionally configure intervals for Saturday and Sunda

Answer: A

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

You need to extract all Service Request (SR) data from your Engagement Cloud site from the last 12 months. Identify two valid approaches to get this large volume of data.

  • A. You can schedule a single export as an ESS job (also known as a "scheduled process") for ail 12 months of SR data.
  • B. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
  • C. You can download image volumes of SR data from the Analytics interface.
  • D. You must retrieve large volumes of data through a REST API endpoin

Answer: CD

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

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

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. Check the Active flag.
  • C. Select the task Manage Service Request Categories.
  • D. Select Service Catalog in Functional Areas.
  • E. Select Status =“Active”.
  • F. Select Create Category > Create Top-Level Category.
  • G. Select Create Category > Create Child Categor

Answer: CEFG

Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

  • A. It allows edits to Dashboard pages.
  • B. It requires proper permissions to use the tool and additional permissions to edit the desired object.
  • C. It includes a preview option for all standard and custom object pages.
  • D. It requires the use of a sandbox to modify the fields associated with standard and custom object

Answer: D

Which Four statements are correct about hotkeys for Action Commands?

  • A. They can be assigned to a custom action script.
  • B. They allow a user to escalate a service request.
  • C. They can all be modified.
  • D. They have default values.
  • E. They allow a user to copy a service request.
  • F. They allow a user to forward a service reques

Answer: BCDF

Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?

  • A. Create an entitlement rule that specifies:- Condition Column Severity - High- Calendar = 24 by 7-.Resolution Metric = 1440- Resolution Warning Threshold 180- Appropriate Start and End Dates
  • B. Do not choose any optional criteria columns.
  • C. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
  • D. Choose all optional result column

Answer: A

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. Modify the Profile Value and save.
  • B. Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.
  • C. Select View > Detach.
  • D. Unlock and publish the new selected profile value.
  • E. Lock the Profile Option for editing.
  • F. Select the profile SVC_SR_DEFAULT_SEVERITY_CD

Answer: ADF

One of your service agents needs a new search filter on his Service Requests' list page. How can the agent achieve this?

  • A. Create several personalized searches and relate them to each other.
  • B. Grant the agent Administrator permissions to add new search filters.
  • C. Create a new search through the application composer.
  • D. Add fields from the advanced search functionalit

Answer: C

What should you do to enable Password Reset in Digital Customer Service (DCS)?

  • A. Enable the "Password Reset" option in the User Administration component.
  • B. Obtain the Change Password Link and add it to your DCS page.
  • C. Add the Password Reset component to your DCS application.
  • D. Instruct users that they can only change their password by chatting with an agen

Answer: B

Which two statements ate true regarding the Audit History tab of a Service Request?

  • A. It is enabled by default.
  • B. It is available only to authorized administrators.
  • C. It is exportable to Excel.
  • D. It is searchable by date range, username, event type, event severity, and event duration.
  • E. It allows users to save searches for later reus

Answer: AE

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

Which two keyboard shortcuts can be modified?

  • A. Save and Close
  • B. Cancel
  • C. Create Service Request
  • D. Save and Continue
  • E. OK

Answer: CE

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 send an e-mail notification to specified recipients.
  • D. You can define the workflow to run when certain fields of the SR object are changed.
  • E. You can modify the workflow to update field values within the SR object.
  • F. You can generate tasks for the SR object from the workflo

Answer: CDEF

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. Select the Manage Capacities task.
  • B. 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.
  • C. In the Work Assignments section, modify the default value in the Capacity field to a new value.
  • D. Modify the default values In the Capacity fields for the channel

Answer: BD

Your Engagement Cloud site has had the Knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

  • A. The Base Locale for the articles has not been enabled in the correct language.
  • B. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
  • C. The User Group selected for authoring articles has been set to "External".
  • D. Users have not been given the "Knowledge Analyst" rol

Answer: D

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


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