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| Section | Objectives |
|---|---|
| Topic 1: Service Request Management | - Customer interaction handling
|
| Topic 2: Knowledge Management | - Knowledge articles
|
| Topic 3: Reporting and Analytics | - Service analytics
|
| Topic 4: Integrations and Extensions | - Integration capabilities
|
| Topic 5: Oracle Fusion Service Overview | - Core Service Architecture
|
| Topic 6: Field Service and Dispatch | - Field service operations
|
1. Which two keyboard shortcuts can be modified?
A) Save and Continue
B) Save and Close
C) Create Service Request
D) Cancel
E) OK
2. Which three statements are true about building Digital Customer Service (DCS) applications?
A) Many DCS applications can be active in production at the same time.
B) DCS includes a "reference implementation template" that illustrates recommended implementation practices.
C) Only one version of a DCS application can be active in production at any time.
D) DCS application can be embedded in other sites.
3. Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.
A) It requires the use of a sandbox to modify the fields associated with standard and custom objects.
B) In includes a preview option for all standard and custom object pages.
C) It allows edits to dashboard pages.
D) It requires proper permissions to use the tools and additional permissions to edit the desired object.
4. Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
A) Object workflows
B) Templates
C) Object triggers
D) Pages
E) Languages
F) Themes
G) UI components
H) Business objects
5. Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
A) The Starts When criteria of the milestones is not True.
B) Entitlement rules are not valid for the service request.
C) The scheduled process has not been set up.
D) No default coverages are set up.
Solutions:
| Question # 1 Answer: C,E | Question # 2 Answer: B,C,D | Question # 3 Answer: A | Question # 4 Answer: A,B,C,D,F,H | Question # 5 Answer: A,C,D |
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