Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Digital Customer Service | 20% | - DCS Application Architecture - Customization and Components - Templates and Layouts |
| Productivity and Automation | 12% | - Workflows and Rules - Macros and Shortcuts |
| Knowledge Management | 15% | - Article Management and Search - Knowledge Base Setup - Integration with Service Requests |
| Security and Access Control | 8% | - Roles and Privileges - Data Security |
| Service Request Management | 25% | - Categories, Types, and Statuses - Assignment Rules and Queues - Service Request Lifecycle |
| Entitlements and Service Level Agreements | 20% | - Coverage and Entitlement Setup - SLA Configuration - Milestones and Escalations |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
1. Your customer has three service request child categories under the top-level service requestcategory
"Accounts":
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?
A) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
B) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
C) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
D) In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column.
2. Digital Customer Service application configuration settings in json.cfg include which four options?
A) Default communication preferences
B) Knowledge management article links
C) Default chat channel preferences
D) Default timezone
E) Default notification preferences
F) Product and category filtering
G) Knowledge management language locales
H) Service request links
3. You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?
A) There are no specific e-mail tasks available.
B) Theteam members have not established the e-mail feature on the Offerings page.
C) The team members don't have the Email Administrator Role provisioned.
D) The environment was not provisioned correctly and the service module is missing.
4. Select three correct limits and restrictions when importing data from a file.
A) The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
B) Both create and update operations are available for imported records.
C) By default, the import starts immediately after itis activated.
D) Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
E) If the valuesin the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
5. What should you do to enable Password Reset in Digital Customer Service (DCS)?
A) Enablethe "Password Reset" option in the User Administration component.
B) Obtain the Change Password Link and add it to your DCS page.
C) Instruct users that they can only change their password by chatting with an agent.
D) Add the Password Reset component to your DCS application.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B,F,G,H | Question # 3 Answer: B | Question # 4 Answer: B,C,D | Question # 5 Answer: B |
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