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Oracle 1Z0-1064-21 Actual Tests : Oracle B2B Service 2021 Implementation Essentials
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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Productivity Features | - Enable productivity tools - Setup shortcuts and templates |
| Omnichannel Communications | - Integrate communication channels - Configure omnichannel messaging |
| Entitlements | - Manage milestone coverage - Configure entitlement rules |
| Advanced Configuration, Integration and Analytics | - Configure analytics dashboards - Integrate with external systems |
| Service Request (SR) Management | - Manage service request lifecycles - Define service request categories and types |
| Knowledge Management (KM) | - Maintain knowledge articles - Implement knowledge base features |
| Initial Setup | - Configure initial service settings - Setup B2B Service environment |
| Digital Customer Service (DCS) | - Configure digital channels - Customize digital service interface |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Your customer wants to have a vertical MediaToolbar instead of the Horizontal one.
Which statement is true?
- A. TheVertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
- B. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
- C. The only Vertical Toolbar that you can enable is the Notifications Toolbar.
- D. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
Correct Answer: D 🗳️
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. 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.
- B. You can set a second sandbox as Activeat the same time in order to begin working on another new object.
- C. Multiple users cannot use your sandbox at the same time.
- D. Your changes are isolated and do not impact other users' configuration environments or the production environment.
Correct Answer: A,D 🗳️
Which two options are true about reporting on milestones?
- A. No standard reports onmilestones are provided.
- B. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
- C. Administrator-defined milestone data is not included in Analytics.
- D. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
Correct Answer: B,C 🗳️
Which four actions does the REST API for Service Requests (SRs) allow?
- A. Update SR assignee
- B. Delete SR by SR number
- C. Update SR milestone
- D. Create SR
- E. Delete SR by SR title
Correct Answer: A,B,C,D 🗳️
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. Modify the default values in the Capacity fields for the channels.
- B. Select the Manage Capacities task.
- C. In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.
- D. 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.
Correct Answer: A,D 🗳️
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