Question 1

If you did not use the Reference Implementation template for your Digital Customer Service (DCS) application, you will _________.

Options :

A : not be able to preview your application before you publish it

B : have to contact Oracle Support for the permission to deploy your custom DCS application

C : be required to map roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role

D : be required to create all of your own components for the display of Engagement Cloud objects

Answer: D

Question 2

If you want to disable the ability to delete activities for all users, what action should you perform?

Options :

A : Remove the “delete activities” button from all pages used by the users who have this access.

B : Remove the “delete activities” role from all the users who have this role.

C : Remove the “delete activities” privilege from all the roles for users who have this access.

D : Remove the users of the roles who have the “delete activities” access.

Answer: D

Question 3

Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author

articles. Unfortunately, they cannot find the option to create new articles.

What option could cause this problem?

Options :

A : The User Group selected for authoring articles has been set to ‘External”

B : The Base Locale for the articles has not been enabled in the correct language.

C : Users have not been given the “Knowledge Analyst” role.

D : The “Show article snippet in search and recommend” option has not been selected in the task “Manage Administrator Profile Values”

Answer: C

Question 4

In which three situations can default coverage be applied?

Options :

A : globally, to all service requests that do not have any other coverage

B : for a specific SR category

C : for a specific SR status

D : for a specific period of time

E : to a specific customer account

Answer: A,B,D

Question 5

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?

Options :

A : requires less work and effort

B : allows use of a simpler hierarchy

C : allows the display of a product hierarchy specifically for service purposes

D : allows you to use the same product hierarchy as sales

Answer: A,D

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