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| Section | Objectives |
|---|---|
| Field Service and Dispatch | - Field service operations
|
| Oracle Fusion Service Overview | - Service Configuration Basics
|
| Knowledge Management | - Knowledge articles
|
| Integrations and Extensions | - Integration capabilities
|
| Service Request Management | - Case and ticket handling
|
| Reporting and Analytics | - Service analytics
|
What is the main function of the Data Security Policies?
Correct Answer: B 🗳️
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?
Correct Answer: A,B,D 🗳️
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
Correct Answer: A,C,D 🗳️
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is some standard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {# #SR0000003056# #}" Which statement is true?
Correct Answer: D 🗳️
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?
Correct Answer: A,B,D,E 🗳️
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