Exam Name: Oracle B2B Service 2021 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: B2B Service
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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Knowledge Management (KM) | - Implement knowledge base features - Maintain knowledge articles |
| Productivity Features | - Enable productivity tools - Setup shortcuts and templates |
| Entitlements | - Manage milestone coverage - Configure entitlement rules |
| Service Request (SR) Management | - Define service request categories and types - Manage service request lifecycles |
| Omnichannel Communications | - Configure omnichannel messaging - Integrate communication channels |
| Initial Setup | - Setup B2B Service environment - Configure initial service settings |
| Advanced Configuration, Integration and Analytics | - Configure analytics dashboards - Integrate with external systems |
| Digital Customer Service (DCS) | - Customize digital service interface - Configure digital channels |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Which two are true characteristics about the lifecycle of a service request?
- A. Users can reopen a service request when the status is set to "Closed".
- B. Users can reopen a service request when the status is set to "Resolved".
- C. If required, users can manually set the "Closed" status for a service request.
- D. "Closed" status is set by an automaticjob after a specified number of days.
- E. "Customer working" is one of the five seeded status types.
Correct Answer: B,D 🗳️
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasonsfor this behavior?
- A. You entered a toolbar height that is not more than 70 pixels.
- B. The only toolbar enabled is the default one, and you must configure at least two.
- C. You did not enable the vertical toolbar which is required, while the horizontal is optional.
- D. The signed-in user does not have the appropriate access privileges to a toolbar.
- E. You have not enabled the Computer Telephony Integration (CTI) service.
Correct Answer: C,E 🗳️
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.
- A. It requires the use of a sandbox to modify the fieldsassociated with standard and custom objects.
- B. It allows edits to dashboard pages.
- C. In includes a preview option for all standard and custom object pages.
- D. It requires proper permissions to use the tools and additional permissions to edit the desired object.
Correct Answer: A 🗳️
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queuefor these service requests?
- A. The queue defined in the first evaluated rule is always assigned to the service request.
- B. The service request assignment will be unpredictable.
- C. An error will occur; no queue is assigned to the service request.
- D. The queue defined by default is the one assigned to the servicerequest.
Correct Answer: A 🗳️
You are creating orediting a SmartText entry. Which four options can you insert into the entry?
- A. Other SmartText entries
- B. URLs
- C. Images
- D. Text
- E. Tables
- F. Variables
Correct Answer: A,D,E,F 🗳️
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