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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

Question 1

You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?

A. Setup and maintenance >Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
B. Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
C. Setup and maintenance > Sales >Service Request > Manage Oracle Social Network Objects
D. Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service

Question 2

Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

A. Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.
B. Categories determine the steps an agent must follow to close the service request.
C. Categories facilitate the assignment of an agent to the service request.
D. Filter the selection of the product related to the service request, when filtering by a particular category.
E. The hierarchical structure of the categories helps to improve the service request classification.

Question 3

What three things should you do once you have established a global default coverage?

A. Use Application Composer to configure warning emails about milestone compliance events.
B. Use Application Composer to include milestones on the Service Request Layout if desired.
C. Create an ESS job to Aggregate Service Requests.
D. Createan ESS job to Monitor Service Request Milestones.

Question 4

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 available externally to customers via My Digital Customer Service (DCS).
B. Make them availableto employees and agents via My Knowledge.
C. Make them available internally to agents as part of the Service Request Knowledge Panel.
D. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
E. Make them available to external users by giving them access to the internal "My Knowledge" page.

Question 5

You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queuefor these service requests?

A. The queue defined by default is the one assigned to the servicerequest.
B. The service request assignment will be unpredictable.
C. An error will occur; no queue is assigned to the service request.
D. The queue defined in the first evaluated rule is always assigned to the service request.

Solutions: