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Oracle 1Z0-1064-21 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Service Request Management25%- Assignment Rules and Queues
- Categories, Types, and Statuses
- Service Request Lifecycle
Topic 2: Digital Customer Service20%- Templates and Layouts
- DCS Application Architecture
- Customization and Components
Topic 3: Entitlements and Service Level Agreements20%- Milestones and Escalations
- Coverage and Entitlement Setup
- SLA Configuration
Topic 4: Knowledge Management15%- Knowledge Base Setup
- Article Management and Search
- Integration with Service Requests
Topic 5: Security and Access Control8%- Data Security
- Roles and Privileges
Topic 6: Productivity and Automation12%- Macros and Shortcuts
- Workflows and Rules

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

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. Configure the self-registrations to restrict registration to only existing Contacts.
  • 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. Disable the anonymous access option in your DCS application.
Reveal Solution  Discussion  0

Correct Answer: A,B,D  🗳️

Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

  • A. Add an extension column to the milestone object to hold the warning threshold value.
  • B. Configure the email template to be used for notification.
  • 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. Configure an object workflow action to send the email when the milestone status changes to warning.
Reveal Solution  Discussion  0

Correct Answer: B,D,E  🗳️

Digital Customer Service application configuration settings in json.cfg include which four options?

  • A. Knowledge management language locales
  • B. Product and category filtering
  • C. Default notification preferences
  • D. Default timezone
  • E. Service request links
  • F. Default chat channel preferences
  • G. Knowledge management article links
  • H. Default communication preferences
Reveal Solution  Discussion  0

Correct Answer: A,B,E,G  🗳️

Which four actions does the REST API for Service Requests (SRs) allow?

  • A. Delete SR by SR title
  • B. Update SR assignee
  • C. Create SR
  • D. Update SR milestone
  • E. Delete SR by SR number
Reveal Solution  Discussion  0

Correct Answer: B,C,D,E  🗳️

Which two statements are true regarding the Audit History tab of a Service Request?

  • A. It is available only toauthorized administrators.
  • B. It is exportable to Excel.
  • C. It is searchable by date range, username, event type, event severity, and event duration.
  • D. It is enabled by default.
  • E. It allows users to save searches for later reuse.
Reveal Solution  Discussion  0

Correct Answer: D,E  🗳️

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