Question 1

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 2

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

Options :

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 and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.

C : 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.

D : 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.

Answer: D

Question 3

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 4

Your client needs to associate a product item to a product group but cannot make the association. What should you check to identify the cause?

Options :

A : Validate that the product item is active and published.

B : Verify that Eligible for Service is selected on the product item.

C : Verify that Root Catalog is selected on the product groups.

D : Validate that Allow Duplicate is selected on the product item.

Answer: A

Question 5

Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to authorarticles. Unfortunately, they cannot find the option to create new articles.What option could cause this problem?

Options :

A : The User Group selected for authoring articles has been set to ‘External”

B : The Base Locale for the articles has not been enabled in the correct language.

C : Users have not been given the “Knowledge Analyst” role.

D : The “Show article snippet in search and recommend” option has not been selected in the task “Manage Administrator Profile Values”

Answer: C