Online Access Free 1z1-981 Exam Questions

Which two statements are true about mailboxes?

• A.Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
• B.The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
• C.Techmail is responsible for pulling emails from single or multiple mailboxes.
• D.The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
• E.Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.

Which four statements are true about reports?

• A.Reports must be exported manually in all interfaces.
• B.After a report is published, the report data remains unchanged even as the knowledge base is updated.
• C.Reports are shared between interfaces.
• D.Reports are not common across the interface.
• E.All the permissions from an imported report remain unchanged after an export.
• F.Published reports can be modified.
• G.The owner of a report remains the same even if the report is imported by some other user.

A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?

• A.Monday 10 AM
• B.Saturday 4 PM
• C.Tuesday 11 AM
• D.Saturday 6 PM

An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

• A.SLAs
• B.Workspace rules
• C.Profile workspace assignment
• D.Profile functional permissions
• E.Configuration settings
• F.Profile navigation assignment

Which two events can trigger Custom Process Models?

• A.Refresh
• B.Update
• C.OnSaveComplete
• D.Load
• E.Create