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| Section | Objectives |
|---|---|
| Customer Entitlements and Action Plans | - Entitlements and SLAs
|
| Productivity and Contact Center Tools | - Agent productivity tools
|
| Digital Customer Service and Chat | - Chatbot and automation
|
| Computer Telephony Integration (CTI) | - Telephony integration setup
|
| Work Assignment and Routing | - Queues and assignment rules
|
| Notifications, Emails, and Interactions | - Notifications and collaboration
|
| Redwood UX and AI Features | - AI capabilities
|
| Managing and Extending Service Requests | - Service Request configuration and lifecycle management
|
| Data Migration and Integration | - Data import/export
|
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NEW QUESTION # 47
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?
Answer: A,B,C,E,F
NEW QUESTION # 48
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?
Answer: A,D,E
NEW QUESTION # 49
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?
Answer: C
NEW QUESTION # 50
Your customer has noticed that emails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?
Answer: A
NEW QUESTION # 51
Oracle Engagement Cloud provides tools to add or modify which six types of entities?
Answer: B,E,F,G
NEW QUESTION # 52
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