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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Productivity Features | - Enable productivity tools - Setup shortcuts and templates |
| Omnichannel Communications | - Configure omnichannel messaging - Integrate communication channels |
| Service Request (SR) Management | - Manage service request lifecycles - Define service request categories and types |
| Knowledge Management (KM) | - Maintain knowledge articles - Implement knowledge base features |
| Digital Customer Service (DCS) | - Customize digital service interface - Configure digital channels |
| Initial Setup | - Setup B2B Service environment - Configure initial service settings |
| Advanced Configuration, Integration and Analytics | - Integrate with external systems - Configure analytics dashboards |
| Entitlements | - Configure entitlement rules - Manage milestone coverage |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?
- A. Add the Product object to your DCS application.
- B. Add product ID(s) to the database component.
- C. Configure products groups and product items in Engagement Cloud.
- D. Add images as the productimage will not be pulled from Engagement Cloud.
Correct Answer: A,B,C 🗳️
Which two keyboard shortcuts can be modified?
- A. Save and Close
- B. OK
- C. Cancel
- D. Create Service Request
- E. Save and Continue
Correct Answer: B,D 🗳️
You need to extract all service Request (SR) data from your Engagement Cloud site fromthe last 12 months.
Identify two valid approaches to get this large volume of data.
- A. You must retrieve large volumes of data through a REST API endpoint.
- B. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
- C. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
- D. You can download large volumes of SR data from theAnalytics interface.
Correct Answer: C,D 🗳️
Digital Customer Service application configuration settings in json.cfg include which four options?
- A. Knowledge management article links
- B. Default chat channel preferences
- C. Default timezone
- D. Service request links
- E. Default notification preferences
- F. Default communication preferences
- G. Product and category filtering
- H. Knowledge management language locales
Correct Answer: A,D,G,H 🗳️
Which three types of data are included in the interaction associatedwith a normal call flow?
- A. Channel
- B. Agent name
- C. Start time of the call
- D. Service Request create date
- E. Contact name
Correct Answer: B,D,E 🗳️
Barnett 
William 
Dawn 
Jodie 
Troy 
Jared 
Mandel 
Valentine 
Patrick 
Ada 
Stan 
Cyril 
Hubery 
Ophelia 
Elma 
Hannah 
Evan 
Hugo 
Aubrey 
Alva 
Norman 
Jeff 
