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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Request Management | 25% | - Service Request Lifecycle - Categories, Types, and Statuses - Assignment Rules and Queues |
| Productivity and Automation | 12% | - Macros and Shortcuts - Workflows and Rules |
| Digital Customer Service | 20% | - Templates and Layouts - DCS Application Architecture - Customization and Components |
| Security and Access Control | 8% | - Roles and Privileges - Data Security |
| Entitlements and Service Level Agreements | 20% | - Coverage and Entitlement Setup - Milestones and Escalations - SLA Configuration |
| Knowledge Management | 15% | - Article Management and Search - Knowledge Base Setup - Integration with Service Requests |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
1. Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
A) Object workflows
B) Object triggers
C) Languages
D) Themes
E) UI components
F) Templates
G) Business objects
H) Pages
2. Your customer is asking for amodification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?
A) Manage Service Request Queue
B) Manage Service Request Categories
C) Manage Service Request Severities
D) Manage Service Request Products
E) Manage Service Request Status Values
F) Manage Service Request Resolutions
3. Your client needs to associate a product item to a product group but cannot make the association. Whatshould you check to identify the cause?
A) Validate that the product item is active and published.
B) Validate that AllowDuplicate is selected on the product item.
C) Verify that Root Catalog is selected on the product groups.
D) Verify that Eligible for Service is selected on the product item.
4. Which four statements are correct about hotkeys for Action Commands?
A) They can be assigned to a custom action script.
B) They allow a user to escalate a service request.
C) They have default values.
D) They allow a user to forward a service request.
E) They can all be modified.
F) They allow a user to copy a service request.
5. 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 available to external users by giving them access to the internal "My Knowledge" page.
C) Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
D) Make them availableto employees and agents via My Knowledge.
E) Make them available internally to agents as part of the Service Request Knowledge Panel.
Solutions:
| Question # 1 Answer: A,B,D,F,G,H | Question # 2 Answer: A,B,D,E | Question # 3 Answer: A | Question # 4 Answer: B,C,D,E | Question # 5 Answer: A,C,D |




