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NEW QUESTION 46
Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?
- A. Select the Chat check box that is associated with an agent's staff account.
- B. Select the Pull Chat check box in the chat profile.
- C. Select the corresponding pull policy.
- D. Configure advanced routing.
- E. Enable the engagement engine.
Answer: B,C
NEW QUESTION 47
A customer is trying to use Element Manager to import and add-ins and receives this error:
"This package cannot be processed."
What is the reason for this error?
- A. The hash value during import doesn't match the hash declared at the end of the rile.
- B. The Browser User Interface (BUI) workspace is not using the standard workspace.
- C. Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.
- D. Check if the exported file was generated by a product version that is older than the existing product version.
Answer: B
NEW QUESTION 48
A customer is trying to import a report when the following error occurs:
"The selected Report Definition File is not a valid file exported by the Report Designer Export function, or the exported file has been modified." Which two options will resolve this error?
- A. Update the hash value to match the hash declared at the end of the file.
- B. Check the customized regional and language settings of your workstation or personal computer.
- C. Check if the exported file was generated by a product version that is older than the existing product version.
- D. Reduce the picture scale of the report.
Answer: B,C
NEW QUESTION 49
Which two types of joins are available in analytics?
- A. Internal
- B. Intersection
- C. Outer LTD) External
- D. Inner
- E. Peripheral
Answer: C,D
NEW QUESTION 50
Your customer has asked you to create a report that will need to be sent to the executive management. None of the recipients of this report has access to the system, and the same monthly report needs to be delivered to all recipients. The management team changes frequently, and your customer does not want to alter the report schedule after configuration.
Which two steps must be taken after creating the report?
- A. Send a notification to the executive team that the report is available.
- B. Create and add the distribution list to the schedule.
- C. Upgrade the permissions for the report to include the executive team.
- D. Create a dashboard for the report.
- E. Create a schedule record for the report.
- F. Set up staff accounts for the executive team.
Answer: B,E
NEW QUESTION 51
In which two scenarios would you use multiple interfaces?
- A. When your business operates in different lines of business
- B. When you need multiple channels enabled such as email, chat, and web self-service
- C. When your portal needs the support of different channels for login
- D. When new business processes need to be supported other than the standard contact center
- E. When multiple languages need to be supported
Answer: A,E
NEW QUESTION 52
Which three statements are true about headers of custom process models?
- A. They contain the version number of the PHP script.
- B. They list only the events that are supported by the code implementation.
- C. The header section needs to be uncommented during testing.
- D. They contain all possible events with the objects.
- E. They contain standard objects only.
- F. The header section is always commented.
- G. The/QDntain the version number of the Connect Common Object Model.
Answer: B,E,F
NEW QUESTION 53
You have a requirement for an incident workspace where clicking a kind of text hyperlink should open a browser window by using the third-party URL of the loaded client. You want to implement this by using add-ins.
Which add-in should you create?
- A. Global Ribbon
- B. Workspace
- C. Content Pane
- D. Workspace Ribbon
- E. Report Command
Answer: B
NEW QUESTION 54
A customer is using a service level agreement (SLA) to calculate resolution due dates automatically when an SLA instance is added to an incident. What setup is required for resolution due calculations?
- A. Use business rules to automatically calculate dates
- B. Add all the holidays observed by your organization.
- C. Create a custom incident milestones report and add it to a custom incident workspace
- D. Define default response requirements.
Answer: C
Explanation:
https://docs.oracle.com/cloud/august2017/servicecs_gs/FAMUG/_service.htm#FAMUGai1215329
NEW QUESTION 55
You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?
- A. Incident thread fields
- B. Conditional fields
- C. Merge fields
- D. Custom fields
Answer: B
NEW QUESTION 56
Which four view modes are available in the Report Editor?
- A. Report View
- B. Data Set View
- C. Design View
- D. Graphical View
- E. Database View
- F. Layout View
Answer: B,C,F
Explanation:
The Report Editor is a work area in which you can manipulate the objects in your report directly or by changing properties in the Property Inspector. In the Report Editor window, you can navigate between different views of your report: the Data Model view, Paper Layout view, Paper Design view, Paper Parameter Form view, and Web Source view.
https://docs.oracle.com/cd/E16340_01/bi.1111/b32122/orbr_concepts1006.htm#:~:text=In%20the%20Report%20Editor%20window,view%2C%20and%20Web%20Source%20view.
NEW QUESTION 57
A company wants to include the company logo and contact details in its outbound email communications.
Where should this be configured?
- A. Global template
- B. Contact HTML Editor
- C. Quote template
- D. Admin HTML Editor
Answer: D
NEW QUESTION 58
Which option should you use to create or configure queues?
- A. Configuration > Site Configuration > Configuration Settings
- B. Configuration > Application Appearance > Customizable Menus > Custom Menus
- C. Configuration > Site Configuration > Message Bases
- D. Configuration > Application Appearance >Customizable Menus > System Menus
Answer: D
NEW QUESTION 59
Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?
- A. If a contact record does not exist, creating a contact record as captured by an agent from customers
- B. Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
- C. Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
- D. If a contact record exists, loading details from the contact found in the incident workspace
- E. Capturing all incident-associated CO data from customers
Answer: A,D,E
NEW QUESTION 60
Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?
- A. Create a report of survey responses.
- B. Set an incident business rule to send the survey
- C. Create a transactional survey.
- D. Create a new queue for unhappy customers.
- E. Schedule a survey to run on a daily basis.
- F. Assign a score to the survey questions and set the status field based on the value
Answer: A,B,D
NEW QUESTION 61
Which two events can trigger Custom Process Models?
- A. Update
- B. OnSaveComplete
- C. Create
- D. Load
- E. Refresh
Answer: A,C
NEW QUESTION 62
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