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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| B2B Service Overview | - Oracle B2B Service architecture and components - Core concepts of Oracle CX Service Cloud |
| Knowledge Management | - Knowledge base configuration - Article lifecycle and publishing |
| Reporting and Analytics | - Analytics configuration for service performance - Standard reports and dashboards |
| Configuration and Setup | - User roles and security configuration - Business rules and service workflows - Service environment setup |
| Service Request Management | - Service request creation and lifecycle - Queues, assignment, and routing - SLAs and escalation management |
| Integrations and Extensions | - Integration with Oracle CX applications - REST/SOAP services usage in B2B Service |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Question 1
You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.
A. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browserpage or not.
B. Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
C. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
D. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.
Question 2
Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Whichoption allows the customer to address the problem, so that all users can get articles in their native language?
A. Deploy the Auto-Translate option on existing articles andturn on the "auto-Translate new articles" feature.
B. Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
C. Modify the original base locales of the articles to match the target language.
D. Enable new locales for the languages to be used and provision designated users to translate the articles.
Question 3
Which three statements are true about building Digital Customer Service (DCS)applications?
A. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
B. Only one version of a DCS application can be active in production at any time.
C. DCS application can be embedded in other sites.
D. Many DCS applications can be active in production at the same time.
Question 4
To create anew Survey object, you create a sandbox and set it as active.
Which two statements are correct while creating your Survey object in Application Composer?
A. Your changes won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.
B. You can set a second sandbox as Activeat the same time in order to begin working on another new object.
C. Multiple users cannot use your sandbox at the same time.
D. Your changes are isolated and do not impact other users' configuration environments or the production environment.
Question 5
Identify the sequence of steps you must follow to disable the Service Communication channels.
A. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
B. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.
C. Navigate to Setup and maintenance > Selectthe Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
D. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.
E. Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".
Solutions:
| Question 1 Answer: A | Question 2 Answer: D | Question 3 Answer: A,B,C | Question 4 Answer: A,D | Question 5 Answer: D |



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