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| Section | Objectives |
|---|---|
| Topic 1: Data Migration and Integration | - Data import/export
|
| Topic 2: Customer Entitlements and Action Plans | - Entitlements and SLAs
|
| Topic 3: Digital Customer Service and Chat | - Digital Customer Service (DCS)
|
| Topic 4: Work Assignment and Routing | - Omnichannel routing
|
| Topic 5: Productivity and Contact Center Tools | - Agent productivity tools
|
| Topic 6: Computer Telephony Integration (CTI) | - Telephony integration setup
|
| Topic 7: Managing and Extending Service Requests | - Service Request configuration and lifecycle management
|
| Topic 8: Notifications, Emails, and Interactions | - Email processing
|
| Topic 9: Redwood UX and AI Features | - Redwood interface configuration
|
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NEW QUESTION # 53
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,D,F
NEW QUESTION # 54
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?
Answer: A,B,C,F
NEW QUESTION # 55
What three things should you do once you have established a global default coverage?
Answer: A,B,C
NEW QUESTION # 56
Oracle Engagement Cloud provides tools to add or modify which six types of entities?
Answer: B,C,G,H
NEW QUESTION # 57
You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure user self-registration in your DCS application?
Answer: A,B,C
NEW QUESTION # 58
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