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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

Question 1

Which option describes the automated page presentation for incoming calls?

A. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
B. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
C. a feature that displays a caller-appropriate application page based on your customer's native language when you answeryour phone
D. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone

Question 2

You need to extract all service Request (SR) data from your Engagement Cloud site fromthe last 12 months.
Identify two valid approaches to get this large volume of data.

A. You can download large volumes of SR data from theAnalytics interface.
B. You must retrieve large volumes of data through a REST API endpoint.
C. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
D. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.

Question 3

Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A. In Advanced Search, confirm Record Set = Assigned to Me.
B. Change the section identified with Status = New
C. In Advanced Search, select Action > Update.
D. Click the Show Advanced Search icon.
E. In Advanced Search, Add Channel Type = Web.
F. In Advanced Search, save and select the "Set as Default" box.

Question 4

Which two are required to publish a completed Digital Customer Service (DCS) application?

A. a single "publish" action to complete the task
B. moving the application to Staging and subsequently to Production status
C. system administrator approval
D. nothing (DCS applications are always available to all users.)

Question 5

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.

Solutions: