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| Section | Objectives |
|---|---|
| Topic 1: Data Migration and Integration | - Data import/export
|
| Topic 2: Customer Entitlements and Action Plans | - Entitlements and SLAs
|
| Topic 3: Work Assignment and Routing | - Queues and assignment rules
|
| Topic 4: Computer Telephony Integration (CTI) | - Telephony integration setup
|
| Topic 5: Productivity and Contact Center Tools | - Agent productivity tools
|
| Topic 6: Managing and Extending Service Requests | - Application Composer extensions
|
| Topic 7: Notifications, Emails, and Interactions | - Notifications and collaboration
|
| Topic 8: Digital Customer Service and Chat | - Chatbot and automation
|
| Topic 9: Redwood UX and AI Features | - AI capabilities
|
1. Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?
A) It enables anonymous users to search the DCS knowledge base.
B) It does not require matching passwords between Engagement Cloud and DCS.
C) It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
D) It is configured exclusively via the Engagement Cloud Security Console.
2. Digital Customer Service application configuration settings in json.cfg include which four options?
A) Service request links
B) Knowledge management language locales
C) Default communication preferences
D) Knowledge management article links
E) Default timezone
F) Default chat channel preferences
G) Product and category filtering
H) Default notification preferences
3. Which two are true characteristics about the lifecycle of a service request?
A) "Closed" status is set by an automatic job after a specified number of days.
B) Users can reopen a service request when the status is set to "Closed".
C) "Customer working" is one of the five seeded status types.
D) Users can reopen a service request when the status is set to "Resolved".
E) If required, users can manually set the "Closed" status for a service request.
4. Which three subobject functions are included in the REST API for Service Requests (SRs)?
A) Update resource member
B) Update resource manager
C) Delete message
D) Update SR reference
E) Delete activity
5. You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure user self-registration in your DCS application?
A) Configure the self-registrations to restrict registration to only existing Contacts.
B) Disable the anonymous access option in your DCS application.
C) Enable the self-registration steps in the "Manage Digital Customer Service Registration Profile Options" task.
D) Configure your self-registrations so that they are automatically approved.
Solutions:
| Question # 1 Answer: A,D | Question # 2 Answer: A,B,D,G | Question # 3 Answer: A,D | Question # 4 Answer: A,D,E | Question # 5 Answer: A,B,D |
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