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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Productivity Features | - Setup shortcuts and templates - Enable productivity tools |
| Topic 2: Initial Setup | - Setup B2B Service environment - Configure initial service settings |
| Topic 3: Omnichannel Communications | - Integrate communication channels - Configure omnichannel messaging |
| Topic 4: Digital Customer Service (DCS) | - Configure digital channels - Customize digital service interface |
| Topic 5: Knowledge Management (KM) | - Maintain knowledge articles - Implement knowledge base features |
| Topic 6: Entitlements | - Configure entitlement rules - Manage milestone coverage |
| Topic 7: Service Request (SR) Management | - Manage service request lifecycles - Define service request categories and types |
| Topic 8: Advanced Configuration, Integration and Analytics | - Integrate with external systems - Configure analytics dashboards |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.
- A. Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.
- B. Categories facilitate the assignment of an agent to the service request.
- C. Filter the selection of the product related to the service request, when filtering by a particular category.
- D. Categories determine the steps an agent must follow to close the service request.
- E. The hierarchical structure of the categories helps to improve the service request classification.
Correct Answer: A,B,E 🗳️
Which three statements are true about building Digital Customer Service (DCS)applications?
- A. Only one version of a DCS application can be active in production at any time.
- B. DCS application can be embedded in other sites.
- C. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
- D. Many DCS applications can be active in production at the same time.
Correct Answer: A,B,C 🗳️
You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queuefor these service requests?
- A. The service request assignment will be unpredictable.
- B. An error will occur; no queue is assigned to the service request.
- C. The queue defined in the first evaluated rule is always assigned to the service request.
- D. The queue defined by default is the one assigned to the servicerequest.
Correct Answer: C 🗳️
Which three subobject functions are included in the REST API for Service Requests (SRs)?
- A. Delete activity
- B. Update SR reference
- C. Delete message
- D. Update resource manager
- E. Update resource member
Correct Answer: A,B,E 🗳️
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, select Action > Update.
- B. Click the Show Advanced Search icon.
- C. In Advanced Search, Add Channel Type = Web.
- D. In Advanced Search, confirm Record Set = Assigned to Me.
- E. Change the section identified with Status = New
- F. In Advanced Search, save and select the "Set as Default" box.
Correct Answer: B,C,D,E,F 🗳️
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