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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Customer Service | 20% | - Customization and Components - Templates and Layouts - DCS Application Architecture |
| Topic 2: Productivity and Automation | 12% | - Macros and Shortcuts - Workflows and Rules |
| Topic 3: Entitlements and Service Level Agreements | 20% | - Coverage and Entitlement Setup - Milestones and Escalations - SLA Configuration |
| Topic 4: Knowledge Management | 15% | - Knowledge Base Setup - Integration with Service Requests - Article Management and Search |
| Topic 5: Security and Access Control | 8% | - Data Security - Roles and Privileges |
| Topic 6: Service Request Management | 25% | - Service Request Lifecycle - Assignment Rules and Queues - Categories, Types, and Statuses |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action inconfiguring "My Knowledge"?
- A. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
- B. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
- C. Use the task "ManageService Request knowledge Profile Options", search for the
"SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to
"Yes". - D. Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to
"Yes". - E. Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes". - F. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
Correct Answer: F 🗳️
Which statement is correct when describing the process of adding assignment rules from Service Setup?
- A. Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditionsand actions, save and close.
- B. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save andpublish.
- C. Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
- D. Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
Correct Answer: A 🗳️
Your client has noticed that inbound emails from customers are not creating or updatingservice requests.
Which step should they perform to automate it?
- A. Adjust the inbound message filters.
- B. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
- C. Adjust permissions on all customer's profiles.
- D. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
Correct Answer: D 🗳️
Select the correct procedure to enable the Audit History tab for Service Requests.
- A. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
- B. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under
"Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the"Filters" tab, choose an available field, add the desired filter, and add the filter to the
"Active Filters" list.Save the configuration. - C. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top ofthe page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
- D. Sign in to Engagement Cloud as anadministrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
Correct Answer: A 🗳️
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?
- A. Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.
- B. Shared Acrossthe Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
- C. Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.
- D. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
- E. In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
Correct Answer: A,B,E 🗳️
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