Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Digital Customer Service | 20% | - DCS Application Architecture - Customization and Components - Templates and Layouts |
| Service Request Management | 25% | - Service Request Lifecycle - Categories, Types, and Statuses - Assignment Rules and Queues |
| Productivity and Automation | 12% | - Workflows and Rules - Macros and Shortcuts |
| Knowledge Management | 15% | - Knowledge Base Setup - Integration with Service Requests - Article Management and Search |
| Security and Access Control | 8% | - Data Security - Roles and Privileges |
| Entitlements and Service Level Agreements | 20% | - Coverage and Entitlement Setup - SLA Configuration - Milestones and Escalations |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Question #1
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 profile option to schedule the retrieval of emails
D. a configured job to process inbound emails
Question #2
Oracle Engagement Cloud provides tools to add or modify which six types of entities?
A. Fields
B. Roles and privileges
C. Icons
D. Exports
E. Reports
F. Objects
G. Themes
H. Object workflow
Question #3
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a newcatalog.
What are two advantages of creating a new service catalog instead of using an existing one?
A. allows use of a simpler hierarchy
B. allows you to use the same product hierarchy as sales
C. allows the display of a product hierarchy specifically for service purposes
D. requires less work and effort
Question #4
Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?
A. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
B. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by
7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
C. Choose all optional result columns.
D. Do not choose any optional criteria columns.
Question #5
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?
A. Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.
B. Shared Acrossthe Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
C. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
D. Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.
E. In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
Solutions:
| Question #1 Correct Answer: B | Question #2 Correct Answer: A,D,E,F | Question #3 Correct Answer: B,D | Question #4 Correct Answer: A,B,D | Question #5 Correct Answer: B,D,E |
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