Verified 1z0-993 Exam Questions 2021

NEW QUESTION 1
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

• A. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
• B. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
• C. Milestones are actions on a service request (SR) that must be completed by a specific time.
• D. Milestones are commitments to handle SRs within certain timelines.
• E. Milestones can be one of four default types: 'First Response', 'Second Response’, 'Final Action', and 'Resolution'.

Answer: ABE

NEW QUESTION 2
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

• A. Add images as the product image will not be pulled from Engagement Cloud.
• B. Add product ID(s) to the database component.
• C. Configure products groups and product items in Engagement Cloud.
• D. Add the Product object to your DCS applicatio

Answer: BCD

NEW QUESTION 3
Which statement is correct when describing the process of adding assignment rules from Service Setup?

• A. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
• B. Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditions and actions, save and close.
• C. Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
• D. Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.

Answer: B

NEW QUESTION 4
What should you do to enable Password Reset in Digital Customer Service (DCS)?

• A. Enable the "Password Reset" option in the User Administration component.
• B. Obtain the Change Password Link and add it to your DCS page.
• C. Add the Password Reset component to your DCS application.
• D. Instruct users that they can only change their password by chatting with an agen

Answer: B

NEW QUESTION 5
Oracle Engagement Cloud provides tools to add of modify which six types of entities?

• A. Themes
• B. Reports
• C. Exports
• D. Icons
• E. Objects
• F. Roles and privileges
• G. Object workflow
• H. Fields

Answer: BCEH

NEW QUESTION 6
What is the main function of the Data Security Policies?

• A. defines the views or functionalities the user can access
• B. defines the data a particular user can see and/or modify
• C. defines the privileges and roles a particular user can have
• D. defines the actions a particular user can do
• E. defines the views the application can access

Answer: A

NEW QUESTION 7
Your customer wants to have a vertical Media Toolbar instead of the Horizontal one. Which statement is true?

• A. The only Vertical Toolbar that you can enable is the Notifications Toolbar.
• B. The Vertical Toolbar is always requited, while the Horizontal Toolbar and notifications are optional.
• C. You must set the Vertical Toolbar as the Default, and deactivate all Horizontal Toolbars.
• D. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optiona

Answer: C

NEW QUESTION 8
Which is the correct order of steps to add and use a new condition columns to the entitlement rules for a standard coverage?
1. Create a matrix class with the attribute.
2. Modify a service mapping and add the desired attribute.
3. Specify the values for new column in one or more entitlement rules.
4. Use the new/modified entitlement type in the standard coverage.
5. Include the attribute from the optional results columns to the available metrics.

• A. 1, 2, 5, 3, 4
• B. 2, 1, 4, 5, 3
• C. 1, 2, 3, 4, 5
• D. 2, 4, 1, 5, 3

Answer: D

NEW QUESTION 9
You need to extract all Service Request (SR) data from your Engagement Cloud site from the last 12 months. Identify two valid approaches to get this large volume of data.

• A. You can schedule a single export as an ESS job (also known as a "scheduled process") for ail 12 months of SR data.
• B. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
• C. You can download image volumes of SR data from the Analytics interface.
• D. You must retrieve large volumes of data through a REST API endpoin

Answer: CD

NEW QUESTION 10
Which three statements are true?

• A. Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.
• B. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
• C. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.
• D. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other service

Answer: BCD

NEW QUESTION 11
You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?

• A. Start/Stop
• B. Duration
• C. Time Period
• D. Available
• E. Interval

Answer: B

NEW QUESTION 12
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not being received.
What is the problem?

• A. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
• B. The configured frequency to retrieve emails is too long.
• C. Incorrect configuration of the inbound profile option: SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE
• D. Incoming messages have a custom filte

Answer: D

NEW QUESTION 13
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 Base Locale for the articles has not been enabled in the correct language.
• B. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
• C. The User Group selected for authoring articles has been set to "External".
• D. Users have not been given the "Knowledge Analyst" rol

Answer: D

NEW QUESTION 14
Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Which option allows the customer to address the problem, so that all users can get articles in their native language?

• A. Diagnose the usage of the articles to eliminate all non used documents to avoid unnecessary translations.
• B. Enable new locales for the languages to be used and provision designated users to translate the articles.
• C. Deploy the Auto-Translate option on existing articles and turn on the "auto-Translate new articles" feature.
• D. Modify the original base locales of the articles to match the target languag

Answer: B

NEW QUESTION 15
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queue for these service requests?

• A. An error will occur; no queue is assigned to the service request.
• B. The service request assignment will be unpredictable.
• C. The queue defined in the first evaluated rule is always assigned to the service request.
• D. The queue defined by default is the one assigned to the service reques

Answer: C

NEW QUESTION 16
When published, SmartText entries can be made available to which two options?

• A. specific users (i.
• B. "Select from list")
• C. all users (i.e., "Public")
• D. you and your immediate coworkers (i.
• E. "My Group")
• F. yourself only (i.
• G. "Private")
• H. this folder (i.
• I. "Users with folder access only")

Answer: DE

NEW QUESTION 17
Which four actions does the REST API for Service Requests (SRs) allow?

• A. Delete SR by SR title a
• B. Update SR assignee
• C. Delete SR by SR number
• D. Update SR milestone
• E. Create SR

Answer: BCDE