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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Configuration and Setup | - Business rules and service workflows - Service environment setup - User roles and security configuration |
| Topic 2: Reporting and Analytics | - Analytics configuration for service performance - Standard reports and dashboards |
| Topic 3: B2B Service Overview | - Oracle B2B Service architecture and components - Core concepts of Oracle CX Service Cloud |
| Topic 4: Integrations and Extensions | - Integration with Oracle CX applications - REST/SOAP services usage in B2B Service |
| Topic 5: Service Request Management | - Service request creation and lifecycle - SLAs and escalation management - Queues, assignment, and routing |
| Topic 6: Knowledge Management | - Knowledge base configuration - Article lifecycle and publishing |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?
- A. In Advanced Search, confirm Record Set = Assigned to Me.
- B. In Advanced Search, Add Channel Type = Web.
- C. Click the Show Advanced Search icon.
- D. In Advanced Search, save and select the "Set as Default" box.
- E. Change the section identified with Status = New
- F. In Advanced Search, select Action > Update.
Correct Answer: A,B,C,D,E 🗳️
Which two options are true about role synchronization for Digital Customer Service (DCS)?
- A. is real time
- B. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
- C. also synchronizes userIDs and passwords between DCS and Engagement Cloud
- D. is required for every DCS instance
Correct Answer: A,D 🗳️
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. Incoming messages have a custom filter.
- C. Incorrect configuration of the inbound profile option:
SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE. - D. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
Correct Answer: B 🗳️
Identify two correctstatements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
- A. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
- B. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
- C. VBCS is a visual development tool for creating applications in DCS.
- D. DCS is a visual development tool for creating applications in VBCS.
Correct Answer: A,C 🗳️
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. Duration
- B. Time Period
- C. Interval
- D. Available
- E. Start/Stop
Correct Answer: A 🗳️
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