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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Configuration and Setup | - Service environment setup - User roles and security configuration - Business rules and service workflows |
| Topic 2: B2B Service Overview | - Oracle B2B Service architecture and components - Core concepts of Oracle CX Service Cloud |
| Topic 3: Reporting and Analytics | - Analytics configuration for service performance - Standard reports and dashboards |
| Topic 4: Knowledge Management | - Knowledge base configuration - Article lifecycle and publishing |
| Topic 5: Service Request Management | - SLAs and escalation management - Queues, assignment, and routing - Service request creation and lifecycle |
| Topic 6: Integrations and Extensions | - REST/SOAP services usage in B2B Service - Integration with Oracle CX applications |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Question 1
Which two are true characteristics about the lifecycle of a service request?
A. "Closed" status is set by an automaticjob after a specified number of days.
B. Users can reopen a service request when the status is set to "Resolved".
C. Users can reopen a service request when the status is set to "Closed".
D. If required, users can manually set the "Closed" status for a service request.
E. "Customer working" is one of the five seeded status types.
Question 2
Your customer is asking for amodification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?
A. Manage Service Request Severities
B. Manage Service Request Resolutions
C. Manage Service Request Products
D. Manage Service Request Status Values
E. Manage Service Request Queue
F. Manage Service Request Categories
Question 3
A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.
A. Notes
B. Sales opportunities
C. Contacts
D. Service requests
E. Social network
Question 4
Which three subobject functions are included in the REST API for Service Requests (SRs)?
A. Update SR reference
B. Delete message
C. Update resource manager
D. Update resource member
E. Delete activity
Question 5
Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.
A. In includes a preview option for all standard and custom object pages.
B. It requires the use of a sandbox to modify the fieldsassociated with standard and custom objects.
C. It requires proper permissions to use the tools and additional permissions to edit the desired object.
D. It allows edits to dashboard pages.
Solutions:
| Question 1 Answer: A,B | Question 2 Answer: C,D,E,F | Question 3 Answer: B,D,E | Question 4 Answer: A,D,E | Question 5 Answer: B |
