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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Configuration and Setup | - Service environment setup - Business rules and service workflows - User roles and security configuration |
| Reporting and Analytics | - Analytics configuration for service performance - Standard reports and dashboards |
| Knowledge Management | - Article lifecycle and publishing - Knowledge base configuration |
| B2B Service Overview | - Oracle B2B Service architecture and components - Core concepts of Oracle CX Service Cloud |
| Service Request Management | - SLAs and escalation management - Queues, assignment, and routing - Service request creation and lifecycle |
| Integrations and Extensions | - Integration with Oracle CX applications - REST/SOAP services usage in B2B Service |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Which option describes the automated page presentation for incoming calls?
- A. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
- B. a feature that displays a caller-appropriate application page based on your customer's native language when you answeryour phone
- C. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
- D. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
Which three statements are true about building Digital Customer Service (DCS)applications?
- A. DCS application can be embedded in other sites.
- B. Many DCS applications can be active in production at the same time.
- C. Only one version of a DCS application can be active in production at any time.
- D. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?
- A. It does not require matching passwords between Engagement Cloud and DCS.
- B. It is configured exclusively via the Engagement Cloud Security Console.
- C. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
- D. It enablesanonymous users to search the DCS knowledge base.
Your customer has noticed thatemails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?
- A. a configured job to process inbound emails
- B. an inbound message filter per sender
- C. an inbound message filter per time schedule
- D. a configured profile option to schedule the retrieval of emails
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action inconfiguring "My Knowledge"?
- A. Use the task "ManageService Request knowledge Profile Options", search for the
"SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to
"Yes". - B. Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes". - C. Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to
"Yes". - D. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
- E. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
- F. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
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