Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

• A.Filter the selection of the product related to the service request, when filtering by a particular category.
• B.The hierarchical structure of the categories helps to improve the service request classification.
• C.Categories facilitate the assignment of an agent to the service request.
• D.Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.
• E.Categories determine the steps an agent must follow to close the service request.

Comment: *

Name: *

Email: *

Verification: *

Which three subobject functions are included in the REST API for Service Requests (SRs)?

• A.Delete activity
• B.Update SR reference
• C.Update resource member
• D.Update resource manager
• E.Delete message

Comment: *

Name: *

Email: *

Verification: *

Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Calendar = 9AM to 5 PM, Monday - Friday, US EST
Resolution Metric = 2880
Resolution Warning Threshold 120
First Response Metric = 360
First Response Warning Threshold

• A.First Response is due on Friday, 12 noon EST.
• B.If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
• C.If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
• D.Resolution is due on Saturday, 2 PM EST.

Comment: *

Name: *

Email: *

Verification: *

Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

• A.It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
• B.It is configured exclusively via the Engagement Cloud Security Console.
• C.It enables anonymous users to search the DCS knowledge base.
• D.It does not require matching passwords between Engagement Cloud and DCS.

Comment: *

Name: *

Email: *

Verification: *

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.Map a Visual Builder Cloud Service business object to the object API.
• C.Assign the new business object to a page.
• D.Assign object access roles to an administrative user.

Comment: *

Name: *

Email: *

Verification: *