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Oracle 1Z0-1064-21 Exam Overview:
| Certification Vendor: | Oracle |
| Exam Name: | Oracle B2B Service 2021 Implementation Essentials |
| Exam Number: | 1Z0-1064-21 |
| Exam Price: | USD 245 |
| Real Exam Qty: | 55-65 |
| Exam Format: | Multiple Choice, Multiple Response |
| Exam Duration: | 90 minutes |
| Passing Score: | 65-68% |
| Certificate Validity Period: | Oracle certifications typically do not expire for legacy exams, but may be tied to product release version (2021 release-based) |
| Related Certifications: | Oracle CX Service Oracle Fusion Service Oracle Cloud CX Certifications |
| Available Languages: | English |
| Recommended Training: | Oracle CX Service Learning Path Oracle University Training |
| Exam Registration: | Oracle Certification Exam Details Oracle Certification Registration |
| Sample Questions: | Oracle 1Z0-1064-21 Sample Questions |
| Exam Way: | Online proctored or test center (Pearson VUE) |
| Pre Condition: | Basic knowledge of Oracle CX Service or Oracle Cloud applications is recommended. Experience with B2B service processes is helpful but not mandatory. |
Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Reporting and Analytics | - Analytics configuration for service performance - Standard reports and dashboards |
| Topic 2: B2B Service Overview | - Core concepts of Oracle CX Service Cloud - Oracle B2B Service architecture and components |
| Topic 3: Integrations and Extensions | - Integration with Oracle CX applications - REST/SOAP services usage in B2B Service |
| Topic 4: Service Request Management | - SLAs and escalation management - Queues, assignment, and routing - Service request creation and lifecycle |
| Topic 5: Knowledge Management | - Article lifecycle and publishing - Knowledge base configuration |
| Topic 6: Configuration and Setup | - User roles and security configuration - Business rules and service workflows - Service environment setup |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
1. 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) The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
B) The Base Locale for the articles has not been enabled in the correct language.
C) Users have not been given the "Knowledge Analyst" role.
D) The User Group selected for authoring articles has been set to 'External".
2. Identify two correctstatements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
A) VBCS is a visual development tool for creating applications in DCS.
B) DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
C) DCS is a visual development tool for creating applications in VBCS.
D) DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
3. Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4to 2.
Which two steps do you have to follow to limit the channel capacity as required?
A) In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.
B) In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
C) Modify the default values in the Capacity fields for the channels.
D) Select the Manage Capacities task.
4. Your customer has three service request child categories under the top-level service requestcategory
"Accounts":
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?
A) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
B) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
C) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
D) In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column.
5. If you did not use the Reference Implementationtemplate for your Digital Customer Service (DCS) application, you will _________.
A) have to contact Oracle Support for the permission to deploy your custom DCS application
B) be required tomap roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
C) be required to create all of your own components for the display of Engagement Cloud objects
D) not be able to preview your application before you publish it
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A,D | Question # 3 Answer: B,C | Question # 4 Answer: A | Question # 5 Answer: C |
By Ingram
