Oracle Engagement Cloud 2018 Implementation Essentials Set 1

Question - 15 Maximum mark : - 28

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Oracle Engagement Cloud 2018 Implementation Essentials Set 1

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.

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

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Answer & Solution

Answer: Option B

Solution:

It provides fallback for IE8.

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

Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish. ✘ Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, saveand publish. ✘ 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. ✘ 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. ✔

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Answer & Solution

Answer: Option B

Solution:

It provides fallback for IE8.

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

Sales opportunities Notes Contacts Social network Service requests

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Answer & Solution

Answer: Option B

Solution:

It provides fallback for IE8.

Identify the sequence of steps you must follow to disable the Service Communication channels.

Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.

✘

Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Select the"Disable" column in "Service entitlements"

✘

Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencilicon in the Features column for Communication Channels > Deselect the "Communication" option.

✘

Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencilicon in the Features column for Service > Deselect the "Communication Channels" option.

✔

Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the"Enable" column in "Communication Channels".

✔

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Answer & Solution

Answer: Option B

Solution:

It provides fallback for IE8.

Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

Shared Across the Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users. In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the correspondingproducts and categories to make searches more effective. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized. Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regionswith different languages without effort. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.

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Answer & Solution

Answer: Option B

Solution:

It provides fallback for IE8.

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

The scheduled process has not been set up. The Starts When criteria of the milestones is not True. No default coverages are set up. Entitlement rules are not valid for the service request.

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Answer & Solution

Answer: Option B

Solution:

It provides fallback for IE8.

What is the main function of the Data Security Policies?

defines the data a particular user can see and/or modify ✘ defines the views the application can access ✘ defines the privileges and roles a particular user can have ✘ defines the views or functionalities the user can access ✔ defines the actions a particular user can do ✔

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Answer & Solution

Answer: Option B

Solution:

It provides fallback for IE8.

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?

requires less work and effort allows use of a simpler hierarchy allows the display of a product hierarchy specifically for service purposes allows you to use the same product hierarchy as sales

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Answer & Solution

Answer: Option B

Solution:

It provides fallback for IE8.

Your customer asked you to modify the default severity value for new service requests. Which three steps should you follow to make the change?

Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options. Select the profile SVC_SR_DEFAULT_SEVERITY_CD. Lock the Profile Option for editing. Modify the Profile Value and save. Unlock and publish the new selected profile value.

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Answer & Solution

Answer: Option B

Solution:

It provides fallback for IE8.

10.

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)?

Title, Status ✘ Title ✘ Title, Category, Severity, Status ✘ Title, Status, Problem Description ✔ Title, Category, Severity ✔

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Answer & Solution

Answer: Option B

Solution:

It provides fallback for IE8.

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Oracle Engagement Cloud 2018 Implementation Essentials Set 1

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