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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Entitlements | - Configure entitlement rules - Manage milestone coverage |
| Service Request (SR) Management | - Manage service request lifecycles - Define service request categories and types |
| Digital Customer Service (DCS) | - Configure digital channels - Customize digital service interface |
| Initial Setup | - Setup B2B Service environment - Configure initial service settings |
| Omnichannel Communications | - Configure omnichannel messaging - Integrate communication channels |
| Productivity Features | - Setup shortcuts and templates - Enable productivity tools |
| Advanced Configuration, Integration and Analytics | - Integrate with external systems - Configure analytics dashboards |
| Knowledge Management (KM) | - Maintain knowledge articles - Implement knowledge base features |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
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. The only toolbar enabled is the default one, and you must configure at least two.
- B. You did not enable the vertical toolbar which is required, while the horizontal is optional.
- C. You have not enabled the Computer Telephony Integration (CTI) service.
- D. You entered a toolbar height that is not more than 70 pixels.
- E. The signed-in user does not have the appropriate access privileges to a toolbar.
Correct Answer: B,C 🗳️
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
- A. Add fields from the advanced search functionality.
- B. Create a new search through the application composer.
- C. Create several personalized searches and create them to each other.
- D. Grant the agent Administrator permissions to addnew search filters.
Correct Answer: B 🗳️
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
- A. Entitlement rules are not valid for the service request.
- B. The Starts When criteria of the milestones is not True.
- C. The scheduledprocess has not been set up.
- D. No default coverages are set up.
Correct Answer: B,C,D 🗳️
Which two are required to publish a completed Digital Customer Service (DCS) application?
- A. system administrator approval
- B. a single "publish" action to complete the task
- C. nothing (DCS applications are always available to all users.)
- D. moving the application to Staging and subsequently to Production status
Correct Answer: C,D 🗳️
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. Create a Service Request.
- C. View and edit attachments to a Service Request.
- D. Chat with an Agent about a ServiceRequest.
- E. Delete a Service Request.
Correct Answer: B,C,D,E 🗳️
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