Free Access Oracle.1Z0-1064-20.v2022-04-11.q27 Practice Test (Page 4)

Question 11

Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

A.Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.

B.Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.

C.Milestones are customizable by an administrator to include any number of organization-specific milestone types.

D.Milestones are actions on a service request (SR) that must be completed by a specific time.

E.Milestones are commitments to handle SRs within certain timelines.

Question 12

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.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.

B.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.

C.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.

D.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.

Question 13

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 4 to 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.In the Work Assignments section, modify the default value in the Capacity field to a new value.

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.Select the Manage Capacities task.

Question 14

You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?

A.Interval

B.Duration

C.Start/Stop

D.Available

E.Time Period

Question 15

Which two statements are true regarding the Audit History tab of a Service Request?

A.It is available only to authorized administrators.

B.It is enabled by default.

C.It is exportable to Excel.

D.It is searchable by date range, username, event type, event severity, and event duration.

E.It allows users to save searches for later reuse.

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