2022年最新の100%無料1Z0-1064-21日常練習試験には78問があります
1Z0-1064-21試験資料Oracle学習ガイド
質問 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?
- A. Modify the default values in the Capacity fields for the channels.
- B. Select the Manage Capacities task.
- C. 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.
- D. In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.
正解: A,C
質問 22
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?
- A. You can send an e-mail notification to specified recipients.
- B. You must make the changes using the Page Composer tool.
- C. You can define the workflow to run when certain fields of the SRobject are changed.
- D. You can generate tasks for the SR object from the workflow.
- E. You can modify the workflow to update field values within the SR object.
- F. You will be required to code any new workflow actions in Groovy.
正解: A,C,D,E
質問 23
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 User Group selected for authoring articles has been set to 'External".
- B. Users have not been given the "Knowledge Analyst" role.
- C. The Base Locale for the articles has not been enabled in the correct language.
- D. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
正解: B
質問 24
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
- A. The Starts When criteria of the milestones is not True.
- B. No default coverages are set up.
- C. Entitlement rules are not valid for the service request.
- D. The scheduledprocess has not been set up.
正解: A,B,D
質問 25
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queuefor these service requests?
- A. The service request assignment will be unpredictable.
- B. The queue defined by default is the one assigned to the servicerequest.
- C. The queue defined in the first evaluated rule is always assigned to the service request.
- D. An error will occur; no queue is assigned to the service request.
正解: C
質問 26
You are creating orediting a SmartText entry. Which four options can you insert into the entry?
- A. Tables
- B. URLs
- C. Text
- D. Images
- E. Variables
- F. Other SmartText entries
正解: A,C,E,F
質問 27
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. Delete a Service Request.
- C. Add a message to a Service Request.
- D. Chat with an Agent about a ServiceRequest.
- E. View and edit attachments to a Service Request.
正解: A,B,D,E
質問 28
Yourcustomer 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 Create Category > Create Child Category.
- D. Select Create Category > Create Top-Level Category.
- E. Select Service Catalog in Functional Areas.
- F. Select the task Manage Service Request Categories.
- G. Select Status = "Active".
正解: C,D,F,G
質問 29
Your client needs to associate a product item to a product group but cannot make the association. Whatshould you check to identify the cause?
- A. Validate that the product item is active and published.
- B. Validate that AllowDuplicate is selected on the product item.
- C. Verify that Eligible for Service is selected on the product item.
- D. Verify that Root Catalog is selected on the product groups.
正解: A
質問 30
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. Unlock and publish the new selected profilevalue.
- B. Modify the Profile Value and save.
- C. Select View > Detach.
- D. Navigate to Setup andMaintenance > Service > Service Request > Manage Service Request Profile Options.
- E. Lock the Profile Option for editing.
- F. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
正解: A,B,F
質問 31
Identify three considerations before starting the configuration of assignment rules to service requests.
- A. the candidates of queues to use as criteria for your rule assignments
- B. the attributes of queues to use as criteria for your rule assignments
- C. the rule sets you want to create and the rules to include in each rule set
- D. the attributes of service requests to use as criteria for your rule assignments
- E. the candidates of service requests to use as criteria for your rule assignments
正解: A,C,E
質問 32
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.
- A. In includes a preview option for all standard and custom object pages.
- B. It allows edits to dashboard pages.
- C. It requires the use of a sandbox to modify the fieldsassociated with standard and custom objects.
- D. It requires proper permissions to use the tools and additional permissions to edit the desired object.
正解: C
質問 33
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. Modify the original base locales of the articles to match the target language.
- B. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
- C. Enable new locales for the languages to be used and provision designated users to translate the articles.
- D. Deploy the Auto-Translate option on existing articles andturn on the "auto-Translate new articles" feature.
正解: C
質問 34
Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?
- A. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
- B. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
- C. The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
- D. The batch job for recommendations has not been executed.
- E. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
正解: C
質問 35
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
- A. Grant the agent Administrator permissions to addnew search filters.
- B. Add fields from the advanced search functionality.
- C. Create a new search through the application composer.
- D. Create several personalized searches and create them to each other.
正解: C
質問 36
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?
- A. Create standard text to be posted to the message thread.
- B. Specify the warning threshold for the milestone in the standard coverages.
- C. Configure an object workflow action to send the email when the milestone status changes to warning.
- D. Configure the email template to be used for notification.
- E. Add an extension column to the milestone object to hold the warning threshold value.
- F. Configure an analytics report showing milestones in warning status.
正解: B,D,F
質問 37
Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?
- A. Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articlesare updated.
- B. Users that want to see immediate updates to articlesmust have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.
- C. Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.
- D. There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
正解: C
質問 38
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