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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Initial Setup | - Setup B2B Service environment - Configure initial service settings |
| Topic 2: Omnichannel Communications | - Configure omnichannel messaging - Integrate communication channels |
| Topic 3: Productivity Features | - Enable productivity tools - Setup shortcuts and templates |
| Topic 4: Entitlements | - Configure entitlement rules - Manage milestone coverage |
| Topic 5: Digital Customer Service (DCS) | - Configure digital channels - Customize digital service interface |
| Topic 6: Advanced Configuration, Integration and Analytics | - Integrate with external systems - Configure analytics dashboards |
| Topic 7: Knowledge Management (KM) | - Implement knowledge base features - Maintain knowledge articles |
| Topic 8: Service Request (SR) Management | - Manage service request lifecycles - Define service request categories and types |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
1. Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
A) Pages
B) UI components
C) Business objects
D) Themes
E) Object triggers
F) Languages
G) Templates
H) Object workflows
2. When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.
A) 3,2,4,1
B) 1,2,3,4
C) 2,4,3,1
D) 1,3,2,4
3. Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
A) The Starts When criteria of the milestones is not True.
B) The scheduledprocess has not been set up.
C) No default coverages are set up.
D) Entitlement rules are not valid for the service request.
4. 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) You have not enabled the Computer Telephony Integration (CTI) service.
B) You entered a toolbar height that is not more than 70 pixels.
C) The only toolbar enabled is the default one, and you must configure at least two.
D) You did not enable the vertical toolbar which is required, while the horizontal is optional.
E) The signed-in user does not have the appropriate access privileges to a toolbar.
5. You are creating orediting a SmartText entry. Which four options can you insert into the entry?
A) Text
B) Images
C) URLs
D) Variables
E) Other SmartText entries
F) Tables
Solutions:
| Question # 1 Answer: A,C,D,E,G,H | Question # 2 Answer: B | Question # 3 Answer: A,B,C | Question # 4 Answer: A,D | Question # 5 Answer: A,D,E,F |
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