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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Reporting and Analytics | - Standard reports and dashboards - Analytics configuration for service performance |
| Integrations and Extensions | - Integration with Oracle CX applications - REST/SOAP services usage in B2B Service |
| Knowledge Management | - Knowledge base configuration - Article lifecycle and publishing |
| Service Request Management | - SLAs and escalation management - Service request creation and lifecycle - Queues, assignment, and routing |
| B2B Service Overview | - Oracle B2B Service architecture and components - Core concepts of Oracle CX Service Cloud |
| Configuration and Setup | - Business rules and service workflows - User roles and security configuration - Service environment setup |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?
- A. The profile CSO_ENABLE_SVC_KMHOME is set to Y.
- B. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
- C. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
- D. The batch job for recommendations has not been executed.
- E. The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
Correct Answer: E 🗳️
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. 1,2,3,4
- B. 3,2,4,1
- C. 1,3,2,4
- D. 2,4,3,1
Correct Answer: A 🗳️
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. No default coverages are set up.
- C. Entitlement rules are not valid for the service request.
- D. The scheduledprocess has not been set up.
Correct Answer: A,B,D 🗳️
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. have to contact Oracle Support for the permission to deploy your custom DCS application
- C. be required tomap roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
- D. not be able to preview your application before you publish it
Correct Answer: A 🗳️
In which three situations can default coverage be applied?
- A. for a specific period of time
- B. globally, to all service requests that do not have any other coverage
- C. for a specificSR status
- D. for a specific SR category
- E. to a specific customer account
Correct Answer: A,B,D 🗳️
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