[2026] Oracle Engagement Cloud 2018 Implementation Essentials

문제1

Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?

A. The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.

B. The batch job for recommendations has not been executed.

C. The profile CSO_ENABLE_SVC_KMHOME is set to Y.

D. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.

E. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.

정답: A

문제2

To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?

A. Title, Category, Severity

B. Title, Status, Problem Description

C. Title, Category, Severity, Status

D. Title, Status

E. Title

정답: C

문제3

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

A. UI components

B. Object workflows

C. Templates

D. Themes

E. Business objects

F. Languages

G. Pages

H. Object triggers

정답: B,C,D,E,G,H

문제4

To create a new Survey object, you create a sandbox and set it as active.
Which two statements are correct while creating your Survey object in Application Composer?

A. Multiple users cannot use your sandbox at the same time.

B. Your changes are isolated and do not impact other users' configuration environments or the production environment.

C. You can set a second sandbox as Active at the same time in order to begin working on another new object.

D. Your changes won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.

정답: B,D

문제5

Which three types of data are included in the interaction associated with a normal call flow?

A. Channel

B. Contact name

C. Start time of the call

D. Service Request create date

E. Agent name

정답: B,D,E

문제6

Given the entitlement rules below, if a high-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. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.

B. Resolution is due on Saturday, 2 PM EST.

C. First Response is due on Friday, 12 noon EST.

D. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.

정답: C,D

문제7

Which option describes the automated page presentation for incoming calls?

A. a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone

B. 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

C. a feature that displays a detailed caller profile based on your customer's country when you answer your 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

정답: C

문제8

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.

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

B. A 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.

C. There 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.

D. A 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.

정답: B

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