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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Initial Setup | - Configure initial service settings - Setup B2B Service environment |
| Topic 2: Service Request (SR) Management | - Define service request categories and types - Manage service request lifecycles |
| Topic 3: Productivity Features | - Enable productivity tools - Setup shortcuts and templates |
| Topic 4: Knowledge Management (KM) | - Maintain knowledge articles - Implement knowledge base features |
| Topic 5: Entitlements | - Manage milestone coverage - Configure entitlement rules |
| Topic 6: Omnichannel Communications | - Configure omnichannel messaging - Integrate communication channels |
| Topic 7: Digital Customer Service (DCS) | - Configure digital channels - Customize digital service interface |
| Topic 8: Advanced Configuration, Integration and Analytics | - Integrate with external systems - Configure analytics dashboards |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Which two options are true about reporting on milestones?
- A. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
- B. Administrator-defined milestone data is not included in Analytics.
- C. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
- D. No standard reports onmilestones are provided.
Correct Answer: A,B 🗳️
Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?
- A. Modify the Profile Value and save.
- B. Select View > Detach.
- C. Navigate to Setup andMaintenance > Service > Service Request > Manage Service Request Profile Options.
- D. Unlock and publish the new selected profilevalue.
- E. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
- F. Lock the Profile Option for editing.
Correct Answer: A,D,E 🗳️
What three things should you do once you have established a global default coverage?
- A. Createan ESS job to Monitor Service Request Milestones.
- B. Use Application Composer to configure warning emails about milestone compliance events.
- C. Use Application Composer to include milestones on the Service Request Layout if desired.
- D. Create an ESS job to Aggregate Service Requests.
Correct Answer: A,C,D 🗳️
You are creating orediting a SmartText entry. Which four options can you insert into the entry?
- A. URLs
- B. Tables
- C. Other SmartText entries
- D. Text
- E. Images
- F. Variables
Correct Answer: B,C,D,F 🗳️
You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure userself-registration in your DCS application?
- A. Disable the anonymous access option in your DCS application.
- B. Configure your self-registrations so that they are automatically approved.
- C. Enable the self-registration steps in the"Manage Digital Customer Service Registration Profile Options" task.
- D. Configure the self-registrations to restrict registration to only existing Contacts.
Correct Answer: A,B,D 🗳️
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