Oracle 1z0-993 Exam Dumps - Updated Jul 2020

Question 1

Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

AMilestones are customizable by an administrator to include any number of organization-specific milestone types.

BMilestones are actions on a service request (SR) that must be completed by a specific time.

CMilestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and 'Resolution'.

DMilestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.

EMilestones are commitments to handle SRs within certain timelines.

Question 2

Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

AAdd an extension column to the milestone object to hold the warning threshold value.

BConfigure an analytics report showing milestones in warning status.

CSpecify the warning threshold for the milestone in the standard coverages.

DCreate standard text to be posted to the message thread.

EConfigure the email template to be used for notification.

FConfigure an object workflow action to send the email when the milestone status changes to warning.

Question 3

Which three subobject functions are included in the REST API for Service Requests (SRs)?

AUpdate SR reference

BUpdate resource manager

CDelete activity

DUpdate resource member

EDelete message

Question 4

Your customer wants to have a vertical Media Toolbar instead of the Horizontal one.

Which statement is true?

AThe only Vertical Toolbar that you can enable is the Notifications Toolbar.

BThe Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.

CThe Vertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.

DYou must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.

Question 5

You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.

Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

AEngagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

BA toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.

CA floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.

DThere is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.

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