1D0-1064-23-D Exam Dumps - Logical 1D0 1064 Exam Questions

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Oracle
1D0-1064-23-D
Oracle Fusion Service 2023 Implementation Professional -
Delta
QUESTION & ANSWERS
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QUESTION 1
Which four actions does the REST API for Service Requests (SRs) allow?
Update SR milestoneA.
Create SRB.
Update SR assigneeC.
Delete SR by SR numberD.
Delete SR by SR titleE.
Correct Answer: A,B,C,D
QUESTION 2
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, StatusA.
TitleB.
Title, Category, Severity, StatusC.
Title, Status, Problem DescriptionD.
Title, Category, SeverityE.
Correct Answer: C
QUESTION 3
Your customer sells many kinds of specialized electronics equipment. When creating a service request
(SR),
an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.
The hierarchical structure of the categories helps to improve the service request classification.A.
Categories determine the steps an agent must follow to close the service request.B.
Categories facilitate the assignment of an agent to the service request.C.
Categories improve the filtering of Knowledge articles that might contain a potential solution toD.
the problem.
Filter the selection of the product related to the service request, when filtering by a particularE.
category.
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Correct Answer: A,C,D
QUESTION 4
Digital Customer Service application configuration settings in json.cfg include which four options?
Default communication preferencesA.
Knowledge management language localesB.
Default chat channel preferencesC.
Service request linksD.
Knowledge management article linksE.
Product and category filteringF.
Default notification preferencesG.
Default timezoneH.
Correct Answer: B,D,E,F
QUESTION 5
Your customer has informed you about a possible error in the screen pop-up when receiving a call.
The
problem is that the edit contact screen pop is shown whenever a call is received but most of the time
the calls
are regarding open Service Requests. As a result, agents have to navigate to that page, losing time
and being
ineffective.
What is causing the problem?
Rules do not follow an order. When a call is received, the “edit contact” screen pop appearsA.
because it is the default rule that has been selected, regardless of the service request number or
other tokens received
Rules follow a priority order. When the system finds a contact token it automatically opens theB.
“edit contact” page, because that rule has been configured before the Service request rule,
regardless if a service Request token is also available.
A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayedC.
has not been provisioned. The URL is empty so the system shows the contact edit page.
Screen pops are not configurable. When a call arrives, the system automatically opens the page ofD.
the object in question, these cases being the contact page.
Correct Answer: C
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QUESTION 6
Which three types of data are included in the interaction associated with a normal call flow?
Start time of the callA.
Agent nameB.
Service Request create dateC.
Contact nameD.
ChannelE.
Correct Answer: B,C,D
QUESTION 7
One of your service agents needs a new search filter on his Service Requests’ list page.
How can the agent achieve this?
Add fields from the advanced search functionality.A.
Grant the agent Administrator permissions to add new search filters.B.
Create a new search through the application composer.C.
Create several personalized searches and create them to each other.D.
Correct Answer: C