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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Productivity and Automation | 12% | - Macros and Shortcuts - Workflows and Rules |
| Topic 2: Security and Access Control | 8% | - Roles and Privileges - Data Security |
| Topic 3: Digital Customer Service | 20% | - Templates and Layouts - DCS Application Architecture - Customization and Components |
| Topic 4: Entitlements and Service Level Agreements | 20% | - Milestones and Escalations - Coverage and Entitlement Setup - SLA Configuration |
| Topic 5: Knowledge Management | 15% | - Knowledge Base Setup - Integration with Service Requests - Article Management and Search |
| Topic 6: Service Request Management | 25% | - Categories, Types, and Statuses - Assignment Rules and Queues - Service Request Lifecycle |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
1. Which two keyboard shortcuts can be modified?
A) Save and Close
B) Cancel
C) Save and Continue
D) OK
E) Create Service Request
2. What is the main function of the Data Security Policies?
A) defines the data a particular user can see and/or modify
B) defines the actions a particular user can do
C) defines the views or functionalities the user can access
D) defines the views the application can access
E) defines the privileges and roles a particular user can have
3. Which statement is correct when describing the process of adding assignment rules from Service Setup?
A) Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save andpublish.
B) 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.
C) 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.
D) 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.
4. Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?
A) Users have not been given the "Knowledge Analyst" role.
B) The User Group selected for authoring articles has been set to 'External".
C) The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
D) The Base Locale for the articles has not been enabled in the correct language.
5. 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 facilitate the assignment of an agent to the service request.
B) Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.
C) The hierarchical structure of the categories helps to improve the service request classification.
D) Filter the selection of the product related to the service request, when filtering by a particular category.
E) Categories determine the steps an agent must follow to close the service request.
Solutions:
| Question # 1 Answer: D,E | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: A,B,C |
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