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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Security and Access Control | 8% | - Data Security - Roles and Privileges |
| Productivity and Automation | 12% | - Macros and Shortcuts - Workflows and Rules |
| Entitlements and Service Level Agreements | 20% | - Milestones and Escalations - SLA Configuration - Coverage and Entitlement Setup |
| Digital Customer Service | 20% | - Customization and Components - DCS Application Architecture - Templates and Layouts |
| Service Request Management | 25% | - Categories, Types, and Statuses - Assignment Rules and Queues - Service Request Lifecycle |
| Knowledge Management | 15% | - Knowledge Base Setup - Article Management and Search - Integration with Service Requests |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Which three statements are true?
- A. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
- B. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.
- C. Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.
- D. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
Correct Answer: A,B,D 🗳️
Which option describes the automated page presentation for incoming calls?
- A. a feature that displays a caller-appropriate application page based on your customer's native language when you answeryour 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 detailed caller profile based on your customer's country when you answer your 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
Correct Answer: C 🗳️
Which three subobject functions are included in the REST API for Service Requests (SRs)?
- A. Delete activity
- B. Update SR reference
- C. Delete message
- D. Update resource manager
- E. Update resource member
Correct Answer: A,B,E 🗳️
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
- A. Add product ID(s) to the database component.
- B. Configure products groups and product items in Engagement Cloud.
- C. Add images as the productimage will not be pulled from Engagement Cloud.
- D. Add the Product object to your DCS application.
Correct Answer: A,B,D 🗳️
What three things should you do once you have established a global default coverage?
- A. Use Application Composer to include milestones on the Service Request Layout if desired.
- B. Createan ESS job to Monitor Service Request Milestones.
- C. Create an ESS job to Aggregate Service Requests.
- D. Use Application Composer to configure warning emails about milestone compliance events.
Correct Answer: A,B,C 🗳️
