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NEW QUESTION 52
A customer is unable to see a record in the audit log after running a report. What could be the reason for this?
- A. the Purge settings in the database
- B. the permissions of the report
- C. the Expanded Report Audit Log from the Reports Explorer
- D. the Filters settings of the report
Answer: C
NEW QUESTION 53
Which six actions can have a null value?
- A. Set Mailbox
- B. Set Assigned
- C. Set Category
- D. Set Product
- E. Set Status
- F. Set Disposition
- G. Set Queue
- H. Set SLAs
- I. Set Fields
- J. Set Agent
Answer: A,F,G,H,I
NEW QUESTION 54
Which two events can trigger Custom Process Models?
- A. Create
- B. Update
- C. Load
- D. OnSaveComplete
- E. Refresh
Answer: A,B
NEW QUESTION 55
Which four statements are true about incident rules?
- A. Incident rules should have one rule state.
- B. Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
- C. A catch-all escalation action has no impact on incident rules.
- D. A catch-all rulehas no impact on incident rules.
- E. Incident rules should have a minimum of two rule states.
- F. A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
- G. All incident rules should have an action to transit from the initial state to another state.
Answer: A,B,F,G
NEW QUESTION 56
Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?
- A. Schedule a survey to run on a daily basis.
- B. Assign a score to the survey questions and set the status field based on the value
- C. Create a transactional survey.
- D. Create a new queue for unhappy customers.
- E. Create a report of survey responses.
- F. Set an incident business rule to send the survey
Answer: D,E,F
NEW QUESTION 57
Which Oracle Service Cloud capability can assign chats based on language and product skills?
- A. Business rules
- B. Advanced routing
- C. Engagement engine
- D. Syndicated chat
Answer: B
NEW QUESTION 58
You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?
- A. Merge fields
- B. Custom fields
- C. Conditional fields
- D. Incident thread fields
Answer: C
NEW QUESTION 59
Which option should you useto create or configure queues?
- A. Configuration > Application Appearance >Customizable Menus > System Menus
- B. Configuration> Site Configuration > Configuration Settings
- C. Configuration > Site Configuration > Message Bases
- D. Configuration > Application Appearance > Customizable Menus > Custom Menus
Answer: A
NEW QUESTION 60
Which four types are used by incidents queues?
- A. Quick
- B. Round Robin (Logged In)
- C. FIFO
- D. Round Robin (All)
- E. Standard
- F. Advanced Routing
- G. LIFO
Answer: B,D,E,F
NEW QUESTION 61
Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?
- A. Capturingall incident-associated CO data from customers
- B. If a contact record does not exist, creating a contact record as captured by an agent from customers
- C. Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
- D. Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
- E. If a contact record exists, loading details from the contact found in the incident workspace
Answer: A,B,E
NEW QUESTION 62
What would you use for repetitive text with a single point of maintenance for any changes tothe text?
- A. Variable
- B. Custom object field
- C. Custom field
- D. Merge field
Answer: A
NEW QUESTION 63
You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?
- A. Create the standard text with the current address and phone numbers.
- B. Update customfields with the changed address and phone numbers.
- C. Create variables with the current address and phone numbers.
- D. Update variables with the changed address and phone numbers.
- E. Create custom fields for the address and phone numbers.
- F. Update the standard text with the changed address and phone numbers.
Answer: A,F
NEW QUESTION 64
In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not beallowed to perform creation and deletion operations.
How can this be done?
- A. by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
- B. by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
- C. by creating the Contact CenterAgents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
- D. by configuring settings at the time of creation of the custom object
Answer: A
NEW QUESTION 65
Which two are non-CRUD operations?
- A. RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
- B. ReturnRawResult, bool DisableMTOM, outbyte[] FileData);RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options);
- C. ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);
- D. CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
- E. CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
- F. UpdateResponseMsg = Binding.Update(RNObject[] Objects,UpdateProcessingOptions ProcessingOptions);
Answer: D,E
NEW QUESTION 66
A customer is trying to use Element Manager to import and add-ins and receives this error:
"This package cannot beprocessed."
What is the reason for this error?
- A. The hash value during import doesn't match the hash declared at the end of the rile.
- B. Check if the exported file was generated by a product version that is older than the existing product version.
- C. The Browser User Interface (BUI) workspace is not using the standard workspace.
- D. Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.
Answer: C
NEW QUESTION 67
Which four statements are true about reports?
- A. The owner of a report remains the same even if the report is imported by some other user.
- B. All the permissions from an imported report remain unchanged after an export.
- C. Reports must be exportedmanually in all interfaces.
- D. Reports are shared between interfaces.
- E. Reports are not common across the interface.
- F. After a report is published, the report data remains unchanged even as the knowledge baseis updated.
- G. Published reports can be modified.
Answer: B,C,E,G
NEW QUESTION 68
Which is an invalid data type?
- A. Date/time
- B. Text area
- C. Float
- D. Text field
- E. Integer
- F. Menu
- G. Radio
Answer: G
NEW QUESTION 69
Which six actions initiate the business rules engine to run their configured logic?
- A. An agentviews the rule log.
- B. An agent edits contacts, incidents, organizations, or tasks.
- C. An agent runs an incident report.
- D. An administrator compiles the rules engine.
- E. The rules engine is updated.
- F. A customer creates an incident in the end user portal.
- G. An agent creates or edits an answer.
- H. An agent edits an opportunity.
- I. A customer adds more information to their incident via the end-user pages.
- J. A customerupdates contact details via the end-user pages.
Answer: B,C,D,E,G,I
NEW QUESTION 70
What are three required sections for Custom Process Models?
- A. Test script
- B. Test harness
- C. Code containing custom business logic
- D. Code containing integration with externalsystems
- E. Header
- F. Footer
Answer: B,C,E
NEW QUESTION 71
When a new customer submits an incident via email, they get a message with a user ID and password, similar to the content below:
An account has been created for you with the following User ID and Password:
User ID: [email protected]
Password: o2UdlJ8d
An agent wants to disable the message being sent when a customer submits an incident via email.
Which option must be enabled to achieve this?
- A. EGW_PASSWD_CREATE
- B. EGM_ENABLED
- C. EGW_UPDATE_BY_CREATE
- D. EGW_PASSWORD_UPDATE_ENABLED
- E. EGW_SEND_EMAIL_HEADERS
Answer: D
NEW QUESTION 72
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