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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Knowledge Management | - Knowledge base configuration - Article lifecycle and publishing |
| Topic 2: Service Request Management | - Service request creation and lifecycle - Queues, assignment, and routing - SLAs and escalation management |
| Topic 3: Configuration and Setup | - Business rules and service workflows - User roles and security configuration - Service environment setup |
| Topic 4: Integrations and Extensions | - Integration with Oracle CX applications - REST/SOAP services usage in B2B Service |
| Topic 5: B2B Service Overview | - Oracle B2B Service architecture and components - Core concepts of Oracle CX Service Cloud |
| Topic 6: Reporting and Analytics | - Standard reports and dashboards - Analytics configuration for service performance |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
If you did not use the Reference Implementationtemplate for your Digital Customer Service (DCS) application, you will _________.
- A. have to contact Oracle Support for the permission to deploy your custom DCS application
- B. be required to create all of your own components for the display of Engagement Cloud objects
- C. not be able to preview your application before you publish it
- D. be required tomap roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
Correct Answer: B 🗳️
Given the entitlement rules below, if ahigh-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
* Condition Column Severity = High
* Calendar = 9AM to 5 PM, Monday - Friday, US EST
* Resolution Metric = 2880
* Resolution Warning Threshold 120
* First Response Metric= 360
* First Response Warning Threshold
- A. First Response is due on Friday, 12 noon EST.
- B. Resolution is due on Saturday, 2 PM EST.
- C. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
- D. If the SR is not resolved,Resolution warning will occur on Monday, 12 noon EST.
Correct Answer: A,C 🗳️
Identify two correctstatements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
- A. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
- B. VBCS is a visual development tool for creating applications in DCS.
- C. DCS is a visual development tool for creating applications in VBCS.
- D. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
Correct Answer: A,B 🗳️
Select three correct limits and restrictions when importing data from a file.
- A. Both create and update operations are available for imported records.
- B. By default, the import starts immediately after itis activated.
- C. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
- D. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
- E. If the valuesin the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
Correct Answer: A,B,D 🗳️
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.
Correct Answer: A,B,C 🗳️
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