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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Security and Access Control | 8% | - Data Security - Roles and Privileges |
| Topic 2: Digital Customer Service | 20% | - Customization and Components - Templates and Layouts - DCS Application Architecture |
| Topic 3: Knowledge Management | 15% | - Knowledge Base Setup - Article Management and Search - Integration with Service Requests |
| Topic 4: Service Request Management | 25% | - Service Request Lifecycle - Assignment Rules and Queues - Categories, Types, and Statuses |
| Topic 5: Entitlements and Service Level Agreements | 20% | - SLA Configuration - Coverage and Entitlement Setup - Milestones and Escalations |
| Topic 6: Productivity and Automation | 12% | - Workflows and Rules - Macros and Shortcuts |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Which two options are true about role synchronization for Digital Customer Service (DCS)?
- A. also synchronizes userIDs and passwords between DCS and Engagement Cloud
- B. is real time
- C. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
- D. is required for every DCS instance
Correct Answer: B,D 🗳️
You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which threeoptions achieve your customer's requirement?
- A. Make them availableto employees and agents via My Knowledge.
- B. Make them available to external users by giving them access to the internal "My Knowledge" page.
- C. Make them available externally to customers via My Digital Customer Service (DCS).
- D. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
- E. Make them available internally to agents as part of the Service Request Knowledge Panel.
Correct Answer: A,C,D 🗳️
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasonsfor this behavior?
- A. You have not enabled the Computer Telephony Integration (CTI) service.
- B. The signed-in user does not have the appropriate access privileges to a toolbar.
- C. You entered a toolbar height that is not more than 70 pixels.
- D. You did not enable the vertical toolbar which is required, while the horizontal is optional.
- E. The only toolbar enabled is the default one, and you must configure at least two.
Correct Answer: A,D 🗳️
Yourcustomer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?
- A. Select Status = "Active".
- B. Select Create Category > Create Top-Level Category.
- C. Select Create Category > Create Child Category.
- D. Complete Category Name.
- E. Check the Active flag.
- F. Select Service Catalog in Functional Areas.
- G. Select the task Manage Service Request Categories.
Correct Answer: A,B,C,G 🗳️
Which two statements are true regarding the Audit History tab of a Service Request?
- A. It is searchable by date range, username, event type, event severity, and event duration.
- B. It is available only toauthorized administrators.
- C. It allows users to save searches for later reuse.
- D. It is exportable to Excel.
- E. It is enabled by default.
Correct Answer: C,E 🗳️
