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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Digital Customer Service | 20% | - DCS Application Architecture - Templates and Layouts - Customization and Components |
| Productivity and Automation | 12% | - Macros and Shortcuts - Workflows and Rules |
| Security and Access Control | 8% | - Roles and Privileges - Data Security |
| Entitlements and Service Level Agreements | 20% | - Coverage and Entitlement Setup - Milestones and Escalations - SLA Configuration |
| Knowledge Management | 15% | - Integration with Service Requests - Knowledge Base Setup - Article Management and Search |
| Service Request Management | 25% | - Service Request Lifecycle - Categories, Types, and Statuses - Assignment Rules and Queues |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Which two keyboard shortcuts can be modified?
- A. Save and Close
- B. OK
- C. Cancel
- D. Save and Continue
- E. Create Service Request
Correct Answer: B,E 🗳️
Your customer has three service request child categories under the top-level service requestcategory
"Accounts":
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?
- A. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
- B. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
- C. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
- D. In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column.
Correct Answer: A 🗳️
If you did not use the Reference Implementationtemplate for your Digital Customer Service (DCS) application, you will _________.
- A. be required to create all of your own components for the display of Engagement Cloud objects
- B. be required tomap roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
- C. not be able to preview your application before you publish it
- D. have to contact Oracle Support for the permission to deploy your custom DCS application
Correct Answer: A 🗳️
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. an inbound message filter per sender
- B. an inbound message filter per time schedule
- C. a configured job to process inbound emails
- D. a configured profile option to schedule the retrieval of emails
Correct Answer: B 🗳️
You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?
- A. You will be required to code any new workflow actions in Groovy.
- B. You can send an e-mail notification to specified recipients.
- C. You can modify the workflow to update field values within the SR object.
- D. You must make the changes using the Page Composer tool.
- E. You can define the workflow to run when certain fields of the SRobject are changed.
- F. You can generate tasks for the SR object from the workflow.
Correct Answer: B,C,E,F 🗳️
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