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| Section | Objectives |
|---|---|
| Data Migration and Integration | - Data import/export
|
| Managing and Extending Service Requests | - Service Request configuration and lifecycle management
|
| Work Assignment and Routing | - Queues and assignment rules
|
| Computer Telephony Integration (CTI) | - Telephony integration setup
|
| Digital Customer Service and Chat | - Chatbot and automation
|
| Notifications, Emails, and Interactions | - Notifications and collaboration
|
| Redwood UX and AI Features | - Redwood interface configuration
|
| Customer Entitlements and Action Plans | - Action Plans
|
| Productivity and Contact Center Tools | - Agent productivity tools
|
1. Which two options are true about reporting on milestones?
A) Administrator-defined milestone data is not included in Analytics.
B) No standard reports on milestones are provided.
C) An as-delivered SLA Infolet shows near-overdue and overdue milestones.
D) Milestone reporting is performed via the CRM Service Request Real-Time subject area.
2. Which two steps are needed to create a new business object in Digital Customer Service?
A) Assign the new business object to a new component.
B) Assign object access roles to an administrative user.
C) Assign the new business object to a page.
D) Map a Visual Builder Cloud Service business object to the object API.
3. Which four actions does the REST API for Service Requests (SRs) allow?
A) Delete SR by SR title
B) Create SR
C) Update SR assignee
D) Delete SR by SR number
E) Update SR milestone
4. Which two options are true about reporting on milestones?
A) Administrator-defined milestone data is not included in Analytics.
B) No standard reports on milestones are provided.
C) An as-delivered SLA Infolet shows near-overdue and overdue milestones.
D) Milestone reporting is performed via the CRM Service Request Real-Time subject area.
5. Which three statements are true?
A) Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
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) 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.
Solutions:
| Question # 1 Answer: A,C | Question # 2 Answer: B,D | Question # 3 Answer: B,C,D,E | Question # 4 Answer: A,C | Question # 5 Answer: A,B,C |
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