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Oracle 1Z0-1064-21 Exam Overview:
| Certification Vendor: | Oracle |
|---|---|
| Exam Name: | Oracle B2B Service 2021 Implementation Essentials |
| Exam Number: | 1Z0-1064-21 |
| Related Certifications: | Oracle CX Service Oracle Engagement Cloud |
| Real Exam Qty: | 58 |
| Exam Format: | Multiple Select, Multiple Choice |
| Exam Duration: | 90 minutes |
| Available Languages: | English |
| Passing Score: | 62% |
| Exam Price: | $245 USD |
| Certificate Validity Period: | 18 months |
| Recommended Training: | Oracle B2B Service 2021 Implementation Training Oracle Cloud Learning Subscription |
| Exam Registration: | Oracle University Exam Page Pearson VUE Registration |
| Sample Questions: | Oracle 1Z0-1064-21 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE authorized testing centers |
| Pre Condition: | No formal prerequisites; recommended 6 months implementation experience with Oracle B2B Service/Engagement Cloud |
| Official Syllabus URL: | https://education.oracle.com/pexam_1Z0-1064-21 |
Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Security and Access Control | 8% | - Roles and Privileges - Data Security |
| Topic 2: Knowledge Management | 15% | - Integration with Service Requests - Knowledge Base Setup - Article Management and Search |
| Topic 3: Service Request Management | 25% | - Service Request Lifecycle - Assignment Rules and Queues - Categories, Types, and Statuses |
| Topic 4: Productivity and Automation | 12% | - Workflows and Rules - Macros and Shortcuts |
| Topic 5: Entitlements and Service Level Agreements | 20% | - Coverage and Entitlement Setup - Milestones and Escalations - SLA Configuration |
| Topic 6: Digital Customer Service | 20% | - DCS Application Architecture - Customization and Components - Templates and Layouts |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasonsfor this behavior?
- A. You have not enabled the Computer Telephony Integration (CTI) service.
- B. You entered a toolbar height that is not more than 70 pixels.
- C. You did not enable the vertical toolbar which is required, while the horizontal is optional.
- D. The only toolbar enabled is the default one, and you must configure at least two.
- E. The signed-in user does not have the appropriate access privileges to a toolbar.
Correct Answer: A,C 🗳️
You need to extract all service Request (SR) data from your Engagement Cloud site fromthe last 12 months.
Identify two valid approaches to get this large volume of data.
- A. You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
- B. You can download large volumes of SR data from theAnalytics interface.
- C. You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
- D. You must retrieve large volumes of data through a REST API endpoint.
Correct Answer: A,B 🗳️
Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?
- A. The User Group selected for authoring articles has been set to 'External".
- B. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
- C. Users have not been given the "Knowledge Analyst" role.
- D. The Base Locale for the articles has not been enabled in the correct language.
Correct Answer: C 🗳️
Your customer wants to have a vertical MediaToolbar instead of the Horizontal one.
Which statement is true?
- A. You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
- B. TheVertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
- C. The only Vertical Toolbar that you can enable is the Notifications Toolbar.
- D. The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
Correct Answer: A 🗳️
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. 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.
- B. Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articlesare updated.
- C. 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.
- D. 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.
Correct Answer: A 🗳️
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