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| Section | Objectives |
|---|---|
| Notifications, Emails, and Interactions | - Notifications and collaboration
|
| Digital Customer Service and Chat | - Chatbot and automation
|
| Customer Entitlements and Action Plans | - Action Plans
|
| Productivity and Contact Center Tools | - Agent productivity tools
|
| Redwood UX and AI Features | - Redwood interface configuration
|
| Work Assignment and Routing | - Omnichannel routing
|
| Computer Telephony Integration (CTI) | - Telephony integration setup
|
| Data Migration and Integration | - Data import/export
|
| Managing and Extending Service Requests | - Service Request configuration and lifecycle management
|
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NEW QUESTION # 38
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?
Answer: A
NEW QUESTION # 39
You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.
Answer: D
NEW QUESTION # 40
Oracle Engagement Cloud provides tools to add or modify which six types of entities?
Answer: A,B,G,H
NEW QUESTION # 41
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
Answer: A
NEW QUESTION # 42
When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.
Answer: D
NEW QUESTION # 43
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