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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Which two options are true about reporting on milestones?

A) No standard reports onmilestones are provided.
B) Milestone reporting is performed via the CRM Service Request Real-Time subject area.
C) Administrator-defined milestone data is not included in Analytics.
D) An as-delivered SLA Infolet shows near-overdue and overdue milestones.

2. Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

A) Specify the warning threshold for the milestone in the standard coverages.
B) Add an extension column to the milestone object to hold the warning threshold value.
C) Configure an object workflow action to send the email when the milestone status changes to warning.
D) Configure the email template to be used for notification.
E) Create standard text to be posted to the message thread.
F) Configure an analytics report showing milestones in warning status.

3. 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 download large volumes of SR data from theAnalytics interface.
B) You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
C) You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
D) You must retrieve large volumes of data through a REST API endpoint.

4. What should you do to enable Password Reset in Digital Customer Service (DCS)?

A) Obtain the Change Password Link and add it to your DCS page.
B) Instruct users that they can only change their password by chatting with an agent.
C) Add the Password Reset component to your DCS application.
D) Enablethe "Password Reset" option in the User Administration component.

5. You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queuefor these service requests?

A) An error will occur; no queue is assigned to the service request.
B) The service request assignment will be unpredictable.
C) The queue defined by default is the one assigned to the servicerequest.
D) The queue defined in the first evaluated rule is always assigned to the service request.

Solutions: