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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Request Management | 25% | - Categories, Types, and Statuses - Service Request Lifecycle - Assignment Rules and Queues |
| Topic 2: Knowledge Management | 15% | - Knowledge Base Setup - Article Management and Search - Integration with Service Requests |
| Topic 3: Entitlements and Service Level Agreements | 20% | - SLA Configuration - Milestones and Escalations - Coverage and Entitlement Setup |
| Topic 4: Security and Access Control | 8% | - Data Security - Roles and Privileges |
| Topic 5: Productivity and Automation | 12% | - Macros and Shortcuts - Workflows and Rules |
| Topic 6: Digital Customer Service | 20% | - DCS Application Architecture - Templates and Layouts - Customization and Components |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
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. allows you to use the same product hierarchy as sales
- C. allows use of a simpler hierarchy
- D. requires less work and effort
Correct Answer: B,D 🗳️
You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure userself-registration in your DCS application?
- A. Enable the self-registration steps in the"Manage Digital Customer Service Registration Profile Options" task.
- B. Configure your self-registrations so that they are automatically approved.
- C. Disable the anonymous access option in your DCS application.
- D. Configure the self-registrations to restrict registration to only existing Contacts.
Correct Answer: B,C,D 🗳️
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?
- A. Create standard text to be posted to the message thread.
- B. Configure an analytics report showing milestones in warning status.
- C. Specify the warning threshold for the milestone in the standard coverages.
- D. Configure the email template to be used for notification.
- E. Add an extension column to the milestone object to hold the warning threshold value.
- F. Configure an object workflow action to send the email when the milestone status changes to warning.
Correct Answer: B,C,D 🗳️
What three things should you do once you have established a global default coverage?
- A. Use Application Composer to include milestones on the Service Request Layout if desired.
- B. Create an ESS job to Aggregate Service Requests.
- C. Use Application Composer to configure warning emails about milestone compliance events.
- D. Createan ESS job to Monitor Service Request Milestones.
Correct Answer: A,B,D 🗳️
Yourcustomer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?
- A. Select Create Category > Create Child Category.
- B. Check the Active flag.
- C. Select Status = "Active".
- D. Select Service Catalog in Functional Areas.
- E. Complete Category Name.
- F. Select Create Category > Create Top-Level Category.
- G. Select the task Manage Service Request Categories.
Correct Answer: A,C,F,G 🗳️
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