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1. Your customer has informed you about a possible errorin the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losingtime and being ineffective.
What is causing the problem?

A) Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is alsoavailable.
B) Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
C) A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
D) Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.

2. Given the entitlement rules below, if ahigh-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
* Condition Column Severity = High
* Calendar = 9AM to 5 PM, Monday - Friday, US EST
* Resolution Metric = 2880
* Resolution Warning Threshold 120
* First Response Metric= 360
* First Response Warning Threshold

A) First Response is due on Friday, 12 noon EST.
B) Resolution is due on Saturday, 2 PM EST.
C) If the SR is not resolved,Resolution warning will occur on Monday, 12 noon EST.
D) If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.

3. Which option describes the automated page presentation for incoming calls?

A) a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
B) a feature that displays a detailed caller profile based on your customer's country when you answer your phone
C) a feature that displays a caller-appropriate application page based on your customer's native language when you answeryour phone
D) a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone

4. Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?

A) Languages
B) Business objects
C) Object triggers
D) Object workflows
E) UI components
F) Templates
G) Themes
H) Pages

5. You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?

A) Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
B) Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
C) Setup and maintenance >Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
D) Setup and maintenance > Sales >Service Request > Manage Oracle Social Network Objects

問題與答案：