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The advantages surpassing others
Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Productivity and Automation | 12% | - Macros and Shortcuts - Workflows and Rules |
| Digital Customer Service | 20% | - Customization and Components - Templates and Layouts - DCS Application Architecture |
| Security and Access Control | 8% | - Data Security - Roles and Privileges |
| Entitlements and Service Level Agreements | 20% | - Milestones and Escalations - Coverage and Entitlement Setup - SLA Configuration |
| Knowledge Management | 15% | - Integration with Service Requests - Article Management and Search - Knowledge Base Setup |
| Service Request Management | 25% | - Assignment Rules and Queues - Service Request Lifecycle - Categories, Types, and Statuses |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Which two options are true about role synchronization for Digital Customer Service (DCS)?
- A. is required for every DCS instance
- B. is real time
- C. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
- D. also synchronizes userIDs and passwords between DCS and Engagement Cloud
Correct Answer: A,B 🗳️
Your customer has three service request child categories under the top-level service requestcategory
"Accounts":
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?
- A. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
- B. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
- C. In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column.
- D. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
Correct Answer: D 🗳️
You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which threeoptions achieve your customer's requirement?
- A. Make them available externally to customers via My Digital Customer Service (DCS).
- B. Make them availableto employees and agents via My Knowledge.
- C. Make them available to external users by giving them access to the internal "My Knowledge" page.
- D. Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
- E. Make them available internally to agents as part of the Service Request Knowledge Panel.
Correct Answer: A,B,D 🗳️
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. The signed-in user does not have the appropriate access privileges to a toolbar.
- C. The only toolbar enabled is the default one, and you must configure at least two.
- D. You did not enable the vertical toolbar which is required, while the horizontal is optional.
- E. You entered a toolbar height that is not more than 70 pixels.
Correct Answer: A,D 🗳️
Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4to 2.
Which two steps do you have to follow to limit the channel capacity as required?
- A. Modify the default values in the Capacity fields for the channels.
- B. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
- C. In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.
- D. Select the Manage Capacities task.
Correct Answer: A,B 🗳️
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