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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?

A) Setup and maintenance >Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
B) Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
C) Setup and maintenance > Sales >Service Request > Manage Oracle Social Network Objects
D) Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service

2. Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

A) There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
B) Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.
C) Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articlesare updated.
D) Users that want to see immediate updates to articlesmust have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.

3. What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

A) Delete a Service Request.
B) Chat with an Agent about a ServiceRequest.
C) Add a message to a Service Request.
D) View and edit attachments to a Service Request.
E) Create a Service Request.

4. To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?

A) Title, Status, Problem Description
B) Title, Category, Severity
C) Title
D) Title, Status
E) Title, Category, Severity, Status

5. Which statement is correct when describing the process of adding assignment rules from Service Setup?

A) Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save andpublish.
B) Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditionsand actions, save and close.
C) Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
D) Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.

Solutions: