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Oracle 1Z0-1064-21 Exam Syllabus Topics:

SectionObjectives
B2B Service Overview- Core concepts of Oracle CX Service Cloud
- Oracle B2B Service architecture and components
Configuration and Setup- Service environment setup
- User roles and security configuration
- Business rules and service workflows
Integrations and Extensions- Integration with Oracle CX applications
- REST/SOAP services usage in B2B Service
Service Request Management- Queues, assignment, and routing
- SLAs and escalation management
- Service request creation and lifecycle
Knowledge Management- Article lifecycle and publishing
- Knowledge base configuration
Reporting and Analytics- Analytics configuration for service performance
- Standard reports and dashboards

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

Select three correct limits and restrictions when importing data from a file.

  • A. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
  • B. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
  • C. Both create and update operations are available for imported records.
  • D. By default, the import starts immediately after itis activated.
  • E. If the valuesin the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
Reveal Solution  Discussion  0

Correct Answer: A,C,D  🗳️

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. requires less work and effort
  • B. allows the display of a product hierarchy specifically for service purposes
  • C. allows use of a simpler hierarchy
  • D. allows you to use the same product hierarchy as sales
Reveal Solution  Discussion  0

Correct Answer: A,D  🗳️

Which two keyboard shortcuts can be modified?

  • A. Save and Continue
  • B. Create Service Request
  • C. OK
  • D. Cancel
  • E. Save and Close
Reveal Solution  Discussion  0

Correct Answer: B,C  🗳️

Yourcustomer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

  • A. Select Service Catalog in Functional Areas.
  • B. Complete Category Name.
  • C. Select the task Manage Service Request Categories.
  • D. Check the Active flag.
  • E. Select Status = "Active".
  • F. Select Create Category > Create Child Category.
  • G. Select Create Category > Create Top-Level Category.
Reveal Solution  Discussion  0

Correct Answer: C,E,F,G  🗳️

Which two options are true about reporting on milestones?

  • A. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
  • B. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
  • C. No standard reports onmilestones are provided.
  • D. Administrator-defined milestone data is not included in Analytics.
Reveal Solution  Discussion  0

Correct Answer: A,D  🗳️

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