Free Oracle 1Z0-1064-21 Exam Dumps Questions & Answers

Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4to 2.
Which two steps do you have to follow to limit the channel capacity as required?

• A.  In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.
• B.  Modify the default values in the Capacity fields for the channels.
• C.  Select the Manage Capacities task.
• D.  In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.

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 Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
• B.  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.
• C.  A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.
• D.  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 browserpage or not.

Which two keyboard shortcuts can be modified?

• A.  Save and Close
• B.  Create Service Request
• C.  OK
• D.  Save and Continue
• E.  Cancel

Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

• A.  Users that want to see immediate updates to articlesmust have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.
• B.  There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
• C.  Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articlesare updated.
• D.  Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.

Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

• A.  The User Group selected for authoring articles has been set to 'External".
• B.  The Base Locale for the articles has not been enabled in the correct language.
• C.  The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
• D.  Users have not been given the "Knowledge Analyst" role.