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| Section | Objectives |
|---|---|
| Topic 1: Managing and Extending Service Requests | - Application Composer extensions
|
| Topic 2: Customer Entitlements and Action Plans | - Action Plans
|
| Topic 3: Digital Customer Service and Chat | - Chatbot and automation
|
| Topic 4: Computer Telephony Integration (CTI) | - Telephony integration setup
|
| Topic 5: Data Migration and Integration | - Data import/export
|
| Topic 6: Work Assignment and Routing | - Queues and assignment rules
|
| Topic 7: Productivity and Contact Center Tools | - Agent productivity tools
|
| Topic 8: Notifications, Emails, and Interactions | - Email processing
|
| Topic 9: Redwood UX and AI Features | - Redwood interface configuration
|
1. 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) 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.
B) Users that want to see immediate updates to articles must 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) 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.
D) Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articles are updated.
2. Which two options are true about reporting on milestones?
A) Administrator-defined milestone data is not included in Analytics.
B) Milestone reporting is performed via the CRM Service Request Real-Time subject area.
C) An as-delivered SLA Infolet shows near-overdue and overdue milestones.
D) No standard reports on milestones are provided.
3. Which three subobject functions are included in the REST API for Service Requests (SRs)?
A) Delete activity
B) Update SR reference
C) Update resource manager
D) Delete message
E) Update resource member
4. Your customer wants to have a vertical Media Toolbar instead of the Horizontal one.
Which statement is true?
A) The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
B) You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
C) The only Vertical Toolbar that you can enable is the Notifications Toolbar.
D) The Vertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
5. Oracle Engagement Cloud provides tools to add or modify which six types of entities?
A) Objects
B) Reports
C) Fields
D) Icons
E) Exports
F) Roles and privileges
G) Themes
H) Object workflow
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A,C | Question # 3 Answer: A,B,E | Question # 4 Answer: B | Question # 5 Answer: A,B,C,E |
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