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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your customer has informed you about a possible errorin the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losingtime and being ineffective.
What is causing the problem?

A) Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is alsoavailable.
B) Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
C) A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
D) Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.

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

3. Identify three considerations before starting the configuration of assignment rules to service requests.

A) the attributes of queues to use as criteria for your rule assignments
B) the rule sets you want to create and the rules to include in each rule set
C) the candidates of service requests to use as criteria for your rule assignments
D) the attributes of service requests to use as criteria for your rule assignments
E) the candidates of queues to use as criteria for your rule assignments

4. When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

A) 1,2,3,4
B) 1,3,2,4
C) 3,2,4,1
D) 2,4,3,1

5. If you want to disable the ability to delete activities for all users, what action should you perform?

A) Remove the "delete activities" button from all pages used by the users who have this access.
B) Remove the "delete activities" role from all the users who have this role.
C) Remove the "delete activities" privilege from all the roles for users who have this access.
D) Remove the users of the roles who have the "delete activities" access.

Solutions: