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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Knowledge Management | 15% | - Article Management and Search - Integration with Service Requests - Knowledge Base Setup |
| Service Request Management | 25% | - Assignment Rules and Queues - Categories, Types, and Statuses - Service Request Lifecycle |
| Productivity and Automation | 12% | - Macros and Shortcuts - Workflows and Rules |
| Security and Access Control | 8% | - Roles and Privileges - Data Security |
| Digital Customer Service | 20% | - DCS Application Architecture - Templates and Layouts - Customization and Components |
| Entitlements and Service Level Agreements | 20% | - SLA Configuration - Milestones and Escalations - Coverage and Entitlement Setup |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Question 1
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 the self-registrations to restrict registration to only existing Contacts.
C. Configure your self-registrations so that they are automatically approved.
D. Disable the anonymous access option in your DCS application.
Question 2
You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?
A. Interval
B. Time Period
C. Start/Stop
D. Duration
E. Available
Question 3
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not beingreceived.
What is the problem?
A. Incorrect configuration of the inbound profile option:
SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
B. Incoming messages have a custom filter.
C. The configured frequency to retrieve emails is too long.
D. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
Question 4
Your client has noticed that inbound emails from customers are not creating or updatingservice requests.
Which step should they perform to automate it?
A. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
B. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
C. Adjust permissions on all customer's profiles.
D. Adjust the inbound message filters.
Question 5
Which two options are true about reporting on milestones?
A. Administrator-defined milestone data is not included in Analytics.
B. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
C. No standard reports onmilestones are provided.
D. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
Solutions:
| Question 1 Answer: B,C,D | Question 2 Answer: D | Question 3 Answer: B | Question 4 Answer: A | Question 5 Answer: A,D |







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