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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Knowledge Management | - Knowledge base configuration - Article lifecycle and publishing |
| Topic 2: Configuration and Setup | - User roles and security configuration - Service environment setup - Business rules and service workflows |
| Topic 3: B2B Service Overview | - Core concepts of Oracle CX Service Cloud - Oracle B2B Service architecture and components |
| Topic 4: Service Request Management | - SLAs and escalation management - Queues, assignment, and routing - Service request creation and lifecycle |
| Topic 5: Reporting and Analytics | - Analytics configuration for service performance - Standard reports and dashboards |
| Topic 6: Integrations and Extensions | - REST/SOAP services usage in B2B Service - Integration with Oracle CX applications |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?
- A. Available
- B. Duration
- C. Interval
- D. Start/Stop
- E. Time Period
Correct Answer: B 🗳️
Select the correct procedure to enable the Audit History tab for Service Requests.
- A. Sign in to Engagement Cloud as anadministrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
- B. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
- C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top ofthe page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
- D. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under
"Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the"Filters" tab, choose an available field, add the desired filter, and add the filter to the
"Active Filters" list.Save the configuration.
Correct Answer: B 🗳️
What should you do to enable Password Reset in Digital Customer Service (DCS)?
- A. Instruct users that they can only change their password by chatting with an agent.
- B. Obtain the Change Password Link and add it to your DCS page.
- C. Enablethe "Password Reset" option in the User Administration component.
- D. Add the Password Reset component to your DCS application.
Correct Answer: B 🗳️
If you did not use the Reference Implementationtemplate for your Digital Customer Service (DCS) application, you will _________.
- A. be required tomap roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
- B. have to contact Oracle Support for the permission to deploy your custom DCS application
- C. not be able to preview your application before you publish it
- D. be required to create all of your own components for the display of Engagement Cloud objects
Correct Answer: D 🗳️
What three things should you do once you have established a global default coverage?
- A. Use Application Composer to include milestones on the Service Request Layout if desired.
- B. Create an ESS job to Aggregate Service Requests.
- C. Use Application Composer to configure warning emails about milestone compliance events.
- D. Createan ESS job to Monitor Service Request Milestones.
Correct Answer: A,B,D 🗳️
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