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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Productivity and Automation | 12% | - Workflows and Rules - Macros and Shortcuts |
| Topic 2: Security and Access Control | 8% | - Roles and Privileges - Data Security |
| Topic 3: Entitlements and Service Level Agreements | 20% | - SLA Configuration - Milestones and Escalations - Coverage and Entitlement Setup |
| Topic 4: Knowledge Management | 15% | - Article Management and Search - Integration with Service Requests - Knowledge Base Setup |
| Topic 5: Service Request Management | 25% | - Categories, Types, and Statuses - Assignment Rules and Queues - Service Request Lifecycle |
| Topic 6: Digital Customer Service | 20% | - DCS Application Architecture - Templates and Layouts - Customization and Components |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
1. 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) The signed-in user does not have the appropriate access privileges to a toolbar.
B) You did not enable the vertical toolbar which is required, while the horizontal is optional.
C) You entered a toolbar height that is not more than 70 pixels.
D) The only toolbar enabled is the default one, and you must configure at least two.
E) You have not enabled the Computer Telephony Integration (CTI) service.
2. A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.
A) Social network
B) Service requests
C) Contacts
D) Notes
E) Sales opportunities
3. Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?
A) Configure the email template to be used for notification.
B) Configure an object workflow action to send the email when the milestone status changes to warning.
C) Create standard text to be posted to the message thread.
D) Specify the warning threshold for the milestone in the standard coverages.
E) Configure an analytics report showing milestones in warning status.
F) Add an extension column to the milestone object to hold the warning threshold value.
4. Which four actions does the REST API for Service Requests (SRs) allow?
A) Update SR assignee
B) Delete SR by SR number
C) Delete SR by SR title
D) Create SR
E) Update SR milestone
5. Which three subobject functions are included in the REST API for Service Requests (SRs)?
A) Update SR reference
B) Update resource manager
C) Delete activity
D) Update resource member
E) Delete message
Solutions:
| Question # 1 Answer: B,E | Question # 2 Answer: A,B,E | Question # 3 Answer: A,D,E | Question # 4 Answer: A,B,D,E | Question # 5 Answer: A,C,D |
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