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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| 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.
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
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
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.
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.
Correct Answer: A,D 🗳️
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