Free Oracle 1Z1-993 Exam Dumps Questions & Answers

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

Your customer has three service request child categories under the top-level service request category
"Accounts":
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?

• A.  In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
• B.  In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
• C.  In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
• D.  In Setup and maintenance > Service > Setup > Service Request > manage service Request Child categories, search for the "Accounts" category and deselect the "Active" Column.

Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasons for this behavior?

• A.  The signed-in user does not have the appropriate access privileges to a toolbar.
• B.  You did not enable the vertical toolbar which is required, while the horizontal is optional.
• C.  You have not enabled the Computer Telephony Integration (CTI) service.
• D.  You entered a toolbar height that is not more than 70 pixels.
• E.  The only toolbar enabled is the default one, and you must configure at least two.

Which three statements are true about building Digital Customer Service (DCS) applications?

• A.  Many DCS applications can be active in production at the same time.
• B.  DCS application can be embedded in other sites.
• C.  Only one version of a DCS application can be active in production at any time.
• D.  DCS includes a "reference implementation template" that illustrates recommended implementation practices.

You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?

• A.  Use the task "Manage Service Request knowledge Profile Options", search for the
  "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
• B.  Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
• C.  Use the task "Manage Service Request knowledge Profile Options", search for the
  "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to
  "Yes".
• D.  Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
• E.  Use the task "Manage Service Request knowledge Profile Options", search for the
  "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to
  "Yes".
• F.  Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.