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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

Question 1

Digital Customer Service application configuration settings in json.cfg include which four options?

A. Knowledge management article links
B. Default timezone
C. Default chat channel preferences
D. Knowledge management language locales
E. Service request links
F. Default communication preferences
G. Product and category filtering
H. Default notification preferences

Question 2

Which two actions can you takewhen using Application Composer to create a new Trouble Ticket object?

A. You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
B. You can create a trigger on the Trouble Ticket object usingthe Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
C. You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
D. You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5

Question 3

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

Question 4

Which three types of data are included in the interaction associatedwith a normal call flow?

A. Start time of the call
B. Channel
C. Contact name
D. Agent name
E. Service Request create date

Question 5

You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A. Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
B. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
C. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.
D. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browserpage or not.

Solutions: