Question 1

Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

Options :

A : Shared Across the Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.

B : In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective

C : Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.

D : Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.

E : Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.

Answer: A,C,E

Question 2

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

Options :

A : Many DCS applications can be active in production at the same time.

B : DCS includes a “reference implementation template” that illustrates recommended implementation practices

C : Only one version of a DCS application can be active in production at any time.

D : DCS application can be embedded in other sites.

Answer: B,C,D

Question 3

If you did not use the Reference Implementation template for your Digital Customer Service (DCS) application, you will _________.

Options :

A : not be able to preview your application before you publish it

B : have to contact Oracle Support for the permission to deploy your custom DCS application

C : be required to map roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role

D : be required to create all of your own components for the display of Engagement Cloud objects

Answer: D

Question 4

Oracle Engagement Cloud provides tools to add or modify which six types of entities?

Options :

A : Icons

B : Themes

C : Object workflow

D : Exports

E : Reports

F : Fields

G : Objects

H : Roles and privileges

Answer: A,B,D

Question 5

Which two keyboard shortcuts can be modified?

Options :

A : OK

B : Create Service Request

C : Cancel

D : Save and Continue

E : Save and Close

Answer: A,B