1Z0-1064-20無料問題集「Oracle B2B Service 2020 Implementation Essentials」

質問 1

Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a new catalog.
What are two advantages of creating a new service catalog instead of using an existing one?

（A）allows use of a simpler hierarchy

（B）requires less work and effort

（C）allows you to use the same product hierarchy as sales

（D）allows the display of a product hierarchy specifically for service purposes

正解：B、C 解答を投票する

質問 2

You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?

（A）The service request assignment will be unpredictable.

（B）The queue defined by default is the one assigned to the service request.

（C）An error will occur; no queue is assigned to the service request.

（D）The queue defined in the first evaluated rule is always assigned to the service request.

正解：D 解答を投票する

質問 3

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）Start/Stop

（B）Interval

（C）Available

（D）Time Period

（E）Duration

正解：E 解答を投票する

質問 4

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.

（A）Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.

（B）Categories determine the steps an agent must follow to close the service request.

（C）The hierarchical structure of the categories helps to improve the service request classification.

（D）Filter the selection of the product related to the service request, when filtering by a particular category.

（E）Categories facilitate the assignment of an agent to the service request.

正解：A、C、E 解答を投票する

質問 5

Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
What is the problem?

（A）Incoming messages have a custom filter.

（B）Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.

（C）The configured frequency to retrieve emails is too long.

（D）An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.

正解：A 解答を投票する

質問 6

You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which three options achieve your customer's requirement?

（A）Make them available internally to agents as part of the Service Request Knowledge Panel.

（B）Make them available externally to customers via My Digital Customer Service (DCS).

（C）Make them available to employees and agents via My Knowledge.

（D）Make them available to external users by giving them access to the internal "My Knowledge" page.

（E）Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.

正解：B、C、E 解答を投票する

質問 7

You need to extract all service Request (SR) data from your Engagement Cloud site from the last 12 months.
Identify two valid approaches to get this large volume of data.

（A）You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.

（B）You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.

（C）You must retrieve large volumes of data through a REST API endpoint.

（D）You can download large volumes of SR data from the Analytics interface.

正解：A、D 解答を投票する

質問 8

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）No default coverages are set up.

（C）Entitlement rules are not valid for the service request.

（D）The scheduled process has not been set up.

正解：A、B、D 解答を投票する

1Z0-1064-20 無料問題集「Oracle B2B Service 2020 Implementation Essentials」

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