Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Integrations and Extensions | - REST/SOAP services usage in B2B Service - Integration with Oracle CX applications |
| Topic 2: Service Request Management | - SLAs and escalation management - Queues, assignment, and routing - Service request creation and lifecycle |
| Topic 3: B2B Service Overview | - Oracle B2B Service architecture and components - Core concepts of Oracle CX Service Cloud |
| Topic 4: Configuration and Setup | - User roles and security configuration - Service environment setup - Business rules and service workflows |
| Topic 5: Reporting and Analytics | - Standard reports and dashboards - Analytics configuration for service performance |
| Topic 6: Knowledge Management | - Knowledge base configuration - Article lifecycle and publishing |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Question 1
You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?
A. There are no specific e-mail tasks available.
B. Theteam members have not established the e-mail feature on the Offerings page.
C. The team members don't have the Email Administrator Role provisioned.
D. The environment was not provisioned correctly and the service module is missing.
Question 2
To create anew Survey object, you create a sandbox and set it as active.
Which two statements are correct while creating your Survey object in Application Composer?
A. You can set a second sandbox as Activeat the same time in order to begin working on another new object.
B. Your changes won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.
C. Your changes are isolated and do not impact other users' configuration environments or the production environment.
D. Multiple users cannot use your sandbox at the same time.
Question 3
One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?
A. Create several personalized searches and create them to each other.
B. Grant the agent Administrator permissions to addnew search filters.
C. Create a new search through the application composer.
D. Add fields from the advanced search functionality.
Question 4
Which two keyboard shortcuts can be modified?
A. Save and Continue
B. Cancel
C. Create Service Request
D. Save and Close
E. OK
Question 5
Your customer has informed you about a possible errorin the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losingtime and being ineffective.
What is causing the problem?
A. Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
B. Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
C. A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
D. Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is alsoavailable.
Solutions:
| Question 1 Answer: B | Question 2 Answer: B,C | Question 3 Answer: C | Question 4 Answer: C,E | Question 5 Answer: C |
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