1Z0-1064-21問題集、Oracle実際の試験問題

質問 1

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. Create a Service Request.

B. Add a message to a Service Request.

C. Delete a Service Request.

D. View and edit attachments to a Service Request.

E. Chat with an Agent about a ServiceRequest.

正解: A,C,D,E

質問 2

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?

A. Deploy the Auto-Translate option on existing articles andturn on the "auto-Translate new articles" feature.

B. Enable new locales for the languages to be used and provision designated users to translate the articles.

C. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.

D. Modify the original base locales of the articles to match the target language.

正解: B

質問 3

If you want to disable the ability to delete activities for all users, what action should you perform?

A. Remove the "delete activities" privilege from all the roles for users who have this access.

B. Remove the "delete activities" role from all the users who have this role.

C. Remove the users of the roles who have the "delete activities" access.

D. Remove the "delete activities" button from all pages used by the users who have this access.

正解: C

質問 4

A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.

A. Contacts

B. Notes

C. Service requests

D. Sales opportunities

E. Social network

正解: C,D,E

質問 5

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

A. Users can reopen a service request when the status is set to "Closed".

B. Users can reopen a service request when the status is set to "Resolved".

C. If required, users can manually set the "Closed" status for a service request.

D. "Customer working" is one of the five seeded status types.

E. "Closed" status is set by an automaticjob after a specified number of days.

正解: B,E

質問 6

You are creating orediting a SmartText entry. Which four options can you insert into the entry?

A. URLs

B. Text

C. Images

D. Variables

E. Other SmartText entries

F. Tables

正解: B,D,E,F

質問 7

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?

A. Modify the default values in the Capacity fields for the channels.

B. Select the Manage Capacities task.

C. In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.

D. 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.

正解: A,D

質問 8

Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A. Click the Show Advanced Search icon.

B. In Advanced Search, select Action > Update.

C. In Advanced Search, confirm Record Set = Assigned to Me.

D. In Advanced Search, Add Channel Type = Web.

E. In Advanced Search, save and select the "Set as Default" box.

F. Change the section identified with Status = New

正解: A,C,D,E,F

Oracle B2B Service 2021 Implementation Essentials - 1Z0-1064-21 模擬練習