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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Entitlements | - Configure entitlement rules - Manage milestone coverage |
| Knowledge Management (KM) | - Implement knowledge base features - Maintain knowledge articles |
| Omnichannel Communications | - Integrate communication channels - Configure omnichannel messaging |
| Service Request (SR) Management | - Define service request categories and types - Manage service request lifecycles |
| Productivity Features | - Setup shortcuts and templates - Enable productivity tools |
| Advanced Configuration, Integration and Analytics | - Integrate with external systems - Configure analytics dashboards |
| Digital Customer Service (DCS) | - Configure digital channels - Customize digital service interface |
| Initial Setup | - Configure initial service settings - Setup B2B Service environment |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?
- A. Add a message to a Service Request.
- B. Chat with an Agent about a ServiceRequest.
- C. Delete a Service Request.
- D. View and edit attachments to a Service Request.
- E. Create a Service Request.
Correct Answer: B,C,D,E 🗳️
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not beingreceived.
What is the problem?
- A. The configured frequency to retrieve emails is too long.
- B. Incorrect configuration of the inbound profile option:
SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE. - C. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
- D. Incoming messages have a custom filter.
Correct Answer: D 🗳️
Identify the sequence of steps you must follow to disable the Service Communication channels.
- A. Navigate to Setup and maintenance > Selectthe Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
- B. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
- C. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".
- D. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.
- E. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.
Correct Answer: D 🗳️
Which three types of data are included in the interaction associatedwith a normal call flow?
- A. Contact name
- B. Service Request create date
- C. Agent name
- D. Channel
- E. Start time of the call
Correct Answer: A,B,C 🗳️
Digital Customer Service application configuration settings in json.cfg include which four options?
- A. Default timezone
- B. Knowledge management article links
- C. Service request links
- D. Default notification preferences
- E. Default communication preferences
- F. Product and category filtering
- G. Default chat channel preferences
- H. Knowledge management language locales
Correct Answer: B,C,F,H 🗳️
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