Free Oracle 1Z0-1064-20 Exam Dumps Questions & Answers

Your customer has informed you about a possible error in the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losing time and being ineffective.
What is causing the problem?

• A.A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
• B.Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is also available.
• C.Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
• D.Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.

Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4 to 2.
Which two steps do you have to follow to limit the channel capacity as required?

• A.In the Work Assignments section, modify the default value in the Capacity field to a new value.
• B.Modify the default values in the Capacity fields for the channels.
• C.Select the Manage Capacities task.
• D.In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.

Which two keyboard shortcuts can be modified?

• A.Save and Close
• B.Save and Continue
• C.Create Service Request
• D.OK
• E.Cancel

Which option describes the automated page presentation for incoming calls?

• A.a feature that displays a detailed caller profile based on your customer's country when you answer your phone
• B.a feature that displays a caller-appropriate application page based on your customer's native language when you answer your phone
• C.a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
• D.a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone

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

• A.Only one version of a DCS application can be active in production at any time.
• B.DCS includes a "reference implementation template" that illustrates recommended implementation practices.
• C.Many DCS applications can be active in production at the same time.
• D.DCS application can be embedded in other sites.