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1. Yourcustomer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

A) Complete Category Name.
B) Select the task Manage Service Request Categories.
C) Select Create Category > Create Top-Level Category.
D) Check the Active flag.
E) Select Status = "Active".
F) Select Service Catalog in Functional Areas.
G) Select Create Category > Create Child Category.

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

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 tomap 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

3. Which two are true characteristics about the lifecycle of a service request?

A) If required, users can manually set the "Closed" status for a service request.
B) "Customer working" is one of the five seeded status types.
C) Users can reopen a service request when the status is set to "Closed".
D) Users can reopen a service request when the status is set to "Resolved".
E) "Closed" status is set by an automaticjob after a specified number of days.

4. 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 newcatalog.
What are two advantages of creating a new service catalog instead of using an existing one?

A) requires less work and effort
B) allows the display of a product hierarchy specifically for service purposes
C) allows use of a simpler hierarchy
D) allows you to use the same product hierarchy as sales

5. Your customer has three service request child categories under the top-level service requestcategory
"Accounts":
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?

A) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
B) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
C) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
D) In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column.

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