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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Initial Setup | - Setup B2B Service environment - Configure initial service settings |
| Service Request (SR) Management | - Define service request categories and types - Manage service request lifecycles |
| Digital Customer Service (DCS) | - Customize digital service interface - Configure digital channels |
| Knowledge Management (KM) | - Implement knowledge base features - Maintain knowledge articles |
| Entitlements | - Configure entitlement rules - Manage milestone coverage |
| Omnichannel Communications | - Configure omnichannel messaging - Integrate communication channels |
| Advanced Configuration, Integration and Analytics | - Integrate with external systems - Configure analytics dashboards |
| Productivity Features | - Setup shortcuts and templates - Enable productivity tools |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Which two statements are true regarding the Audit History tab of a Service Request?
- A. It is available only toauthorized administrators.
- B. It is exportable to Excel.
- C. It allows users to save searches for later reuse.
- D. It is searchable by date range, username, event type, event severity, and event duration.
- E. It is enabled by default.
Correct Answer: C,E 🗳️
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
- A. Add the Product object to your DCS application.
- B. Configure products groups and product items in Engagement Cloud.
- C. Add product ID(s) to the database component.
- D. Add images as the productimage will not be pulled from Engagement Cloud.
Correct Answer: A,B,C 🗳️
Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?
- A. It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
- B. It does not require matching passwords between Engagement Cloud and DCS.
- C. It is configured exclusively via the Engagement Cloud Security Console.
- D. It enablesanonymous users to search the DCS knowledge base.
Correct Answer: C,D 🗳️
Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
- A. Themes
- B. Business objects
- C. UI components
- D. Templates
- E. Pages
- F. Object workflows
- G. Object triggers
- H. Languages
Correct Answer: A,B,D,E,F,G 🗳️
Which statement is correct when describing the process of adding assignment rules from Service Setup?
- A. Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditionsand actions, save and close.
- B. Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
- C. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save andpublish.
- D. Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
Correct Answer: A 🗳️
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