Free Oracle 1Z1-1064 Exam Dumps Questions & Answers

A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.

• A.  Notes
• B.  Social network
• C.  Service requests
• D.  Sales opportunities
• E.  Contacts

In which three situations can default coverage be applied?

• A.  to a specific customer account
• B.  for a specific period of time
• C.  globally, to all service requests that do not have any other coverage
• D.  for a specific SR status
• E.  for a specific SR category

Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

• A.  Select Status = "Active".
• B.  Select Create Category > Create Child Category.
• C.  Select the task Manage Service Request Categories.
• D.  Select Service Catalog in Functional Areas.
• E.  Complete Category Name.
• F.  Check the Active flag.
• G.  Select Create Category > Create Top-Level Category.

Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

• A.  Change the section identified with Status = New
• B.  In Advanced Search, select Action > Update.
• C.  In Advanced Search, confirm Record Set = Assigned to Me.
• D.  Click the Show Advanced Search icon.
• E.  In Advanced Search, save and select the "Set as Default" box.
• F.  In Advanced Search, Add Channel Type = Web.

Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?

• A.  Choose all optional result columns.
• B.  Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by
  7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
• C.  Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
• D.  Do not choose any optional criteria columns.