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Oracle 1z0-993 Exam Practice Questions (P. 2)

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Question #6
Which two are true characteristics about the lifecycle of a service request?
  1. A
    If required, users can manually set the "Closed" status for a service request.
  2. B
    Users can reopen a service request when the status is set to "Closed".
  3. C
    Users can reopen a service request when the status is set to "Resolved".
  4. D
    "Closed" status is set by an automatic job after a specified number of days.
  5. E
    "Customer working" is one of the five seeded status types.

Correct Answer:
CD

Question #7
Select the correct procedure to enable the Audit History tab for Service Requests.
  1. A
    Sign in to Engagement Cloud as an administrator. From the Navigation tool, select Setup and Maintenance. Select the "Service" tile from the list of products. Click "Setup" in the Administration section. In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options". Search for the profile option code for SR Audit. In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list. Save the configuration.
  2. B
    Sign in to Engagement Cloud as a user. From the navigation tool, select "Set Preferences". Under "Service" select "Configure Audit History". From the "Enable" tab, click "Yes" for the "Show Audit History" option. Select the "Fields" tab and add all desired fields to the "Displayed Fields" column. Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list. Save the configuration.
  3. C
    Sign in to Engagement Cloud as an administrator. From the Navigation tool, select Application Composer. At the top of the page choose "Appearance". Under General, click "Enable" next to "Show Audit History" option. Save the configuration.
  4. D
    Sign in to Engagement Cloud as an administrator. From the Navigation tool, select Security Console. Select the Search icon and search for "Service Request Audit History". In the Profile values section, select Yes in the Profile Values drop-down list. Save the configuration.

Correct Answer:
D

Question #8
You need to extract all service Request (SR) data from your Engagement Cloud site from the last 12 months.
Identify two valid approaches to get this large volume of data.
  1. A
    You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
  2. B
    You can download large volumes of SR data from the Analytics interface.
  3. C
    You must retrieve large volumes of data through a REST API endpoint.
  4. D
    You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.

Correct Answer:
AB

Question #9
Which statement is correct when describing the process of adding assignment rules from Service Setup?
  1. A
    Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save and publish.
  2. 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.
  3. 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.
  4. 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.

Correct Answer:
D

Question #10
A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.
  1. A
    Sales opportunities
  2. B
    Notes
  3. C
    Contacts
  4. D
    Social network
  5. E
    Service requests

Correct Answer:
ADE

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