Oracle B2B Service 2021 Implementation Essentials : 1Z0-1064-21

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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

Question #1

One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

A. Grant the agent Administrator permissions to addnew search filters.
B. Create several personalized searches and create them to each other.
C. Add fields from the advanced search functionality.
D. Create a new search through the application composer.

Question #2

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 for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
B. Make them availableto employees and agents via My Knowledge.
C. Make them available to external users by giving them access to the internal "My Knowledge" page.
D. Make them available internally to agents as part of the Service Request Knowledge Panel.
E. Make them available externally to customers via My Digital Customer Service (DCS).

Question #3

Which three statements are true about building Digital Customer Service (DCS)applications?

A. Only one version of a DCS application can be active in production at any time.
B. DCS application can be embedded in other sites.
C. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
D. Many DCS applications can be active in production at the same time.

Question #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. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
B. Users have not been given the "Knowledge Analyst" role.
C. The Base Locale for the articles has not been enabled in the correct language.
D. The User Group selected for authoring articles has been set to 'External".

Question #5

Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?

A. Lock the Profile Option for editing.
B. Modify the Profile Value and save.
C. Select View > Detach.
D. Unlock and publish the new selected profilevalue.
E. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
F. Navigate to Setup andMaintenance > Service > Service Request > Manage Service Request Profile Options.

Solutions: