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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

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

2. You are creating orediting a SmartText entry. Which four options can you insert into the entry?

A) Tables
B) Variables
C) URLs
D) Images
E) Text
F) Other SmartText entries

3. 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) 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.
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) 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.
D) 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.

4. Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?

A) The batch job for recommendations has not been executed.
B) The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
C) The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
D) The profile CSO_ENABLE_SVC_KMHOME is set to Y.
E) The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.

5. Which two are required to publish a completed Digital Customer Service (DCS) application?

A) system administrator approval
B) nothing (DCS applications are always available to all users.)
C) moving the application to Staging and subsequently to Production status
D) a single "publish" action to complete the task

Solutions: