Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Omnichannel Communications | - Configure omnichannel messaging - Integrate communication channels |
| Topic 2: Advanced Configuration, Integration and Analytics | - Configure analytics dashboards - Integrate with external systems |
| Topic 3: Entitlements | - Configure entitlement rules - Manage milestone coverage |
| Topic 4: Productivity Features | - Enable productivity tools - Setup shortcuts and templates |
| Topic 5: Initial Setup | - Setup B2B Service environment - Configure initial service settings |
| Topic 6: Service Request (SR) Management | - Define service request categories and types - Manage service request lifecycles |
| Topic 7: Digital Customer Service (DCS) | - Customize digital service interface - Configure digital channels |
| Topic 8: Knowledge Management (KM) | - Implement knowledge base features - Maintain knowledge articles |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Question #1
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 to create all of your own components for the display of Engagement Cloud objects
C. be required tomap roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
D. not be able to preview your application before you publish it
Question #2
Which two actions can you takewhen using Application Composer to create a new Trouble Ticket object?
A. You can create a trigger on the Trouble Ticket object usingthe Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
B. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
C. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
D. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
Question #3
Digital Customer Service application configuration settings in json.cfg include which four options?
A. Default communication preferences
B. Knowledge management article links
C. Default chat channel preferences
D. Default timezone
E. Default notification preferences
F. Product and category filtering
G. Knowledge management language locales
H. Service request links
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. You can set a second sandbox as Activeat the same time in order to begin working on another new object.
B. 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.
C. Your changes are isolated and do not impact other users' configuration environments or the production environment.
D. Multiple users cannot use your sandbox at the same time.
Question #5
Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a newcatalog.
What are two advantages of creating a new service catalog instead of using an existing one?
A. allows use of a simpler hierarchy
B. allows you to use the same product hierarchy as sales
C. allows the display of a product hierarchy specifically for service purposes
D. requires less work and effort
Solutions:
| Question #1 Correct Answer: B | Question #2 Correct Answer: A,D | Question #3 Correct Answer: B,F,G,H | Question #4 Correct Answer: B,C | Question #5 Correct Answer: B,D |














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