Exam Number: 1Z0-993
Exam Title: Oracle Engagement Cloud 2018 Implementations Essentials
Associated Certification Paths Oracle Engagement Cloud 2018 Certified Implementation Specialist
Duration: 120 Minutes
Number of Questions: 76
Passing Score: 65%
View passing score policy
Validated Against:
Exam has been validated against Oracle Engagement Cloud 18A
Format: Multiple Choice

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Additional Preparation and Information
A combination of Oracle training and hands-on experience (attained via labs and/or field experience) provides the best preparation for passing the exam.

Our certification exams are revised regularly to align with training and product release updates. Information about exam revisions and new topics are found on this page under ‘Validated Statement’ and within the exam topics below. Certifications reflect validated skills for year and product release version date of achievement. If you are preparing for this exam, we recommend you check these topics periodically to ensure your exam prep covers any new topics that may be added based on regular exam revision.

Initial Setup
Enable Engagement Cloud features
Describe the Engagement Cloud security model
Use Functional Setup Manager (FSM)

Service Request (SR) Management
Set up SR creation and handling
Configure a Service Request Category
Describe common SR processing activities
Identify common SR searches
Configure a Service Catalog
Implement an SR assignment mapping

Entitlements
Describe entitlement concepts (coverage, milestones)
Manage milestones
Set up standard coverage
Set up default coverage

Knowledge Management (KM)
Identify KM enablement activities (products/categories, security, features)
Author KM articles
Set up ‘My Knowledge’ page

Digital Customer Service (DCS)
Describe DCS architecture components (themes, templates, pages)
Describe DCS enablement activities (profiles, roles, authentication)
Describe DCS components (products, contact, KM, SR creator, admin)
Deploy an initial DCS application
Customize a DCS application

Omnichannel Communications
Perform Email set up a-ctivities (inbound setup, outbound setup, templates)
Describe CTI integration architecture
Configure CTI notifications
Configure media toolbar
Configure Chat

Productivity Features
Set up Hotkeys
Set up SmartText
Enable SR Audit

Advanced Configuration, Integration and Analytics
Identify mechanisms of Engagement Cloud customization
Use tools used to configure and customize Engagement Cloud
Explain Engagement Cloud integration architecture and mechanisms
Perform file-based import and export
Describe Analytics concepts (infolets, subject areas, queries)
Modify an Analytics report

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