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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. 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.

2. 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 Base Locale for the articles has not been enabled in the correct language.
B) Users have not been given the "Knowledge Analyst" role.
C) The User Group selected for authoring articles has been set to 'External".
D) The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".

3. Identify three considerations before starting the configuration of assignment rules to service requests.

A) the attributes of queues to use as criteria for your rule assignments
B) the candidates of service requests to use as criteria for your rule assignments
C) the candidates of queues to use as criteria for your rule assignments
D) the attributes of service requests to use as criteria for your rule assignments
E) the rule sets you want to create and the rules to include in each rule set

4. Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

A) Filter the selection of the product related to the service request, when filtering by a particular category.
B) Categories determine the steps an agent must follow to close the service request.
C) Categories facilitate the assignment of an agent to the service request.
D) The hierarchical structure of the categories helps to improve the service request classification.
E) Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.

5. Which three statements are true?

A) Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.
B) Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
C) Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.
D) Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.

Solutions: