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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. If you did not use the Reference Implementationtemplate for your Digital Customer Service (DCS) application, you will _________.

A) not be able to preview your application before you publish it
B) be required to create all of your own components for the display of Engagement Cloud objects
C) have to contact Oracle Support for the permission to deploy your custom DCS application
D) be required tomap roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role

2. 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) Select the Manage Capacities task.
C) 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.
D) In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.

3. One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

A) Add fields from the advanced search functionality.
B) Grant the agent Administrator permissions to addnew search filters.
C) Create several personalized searches and create them to each other.
D) Create a new search through the application composer.

4. Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?

A) Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
B) Choose all optional result columns.
C) Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by
7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
D) Do not choose any optional criteria columns.

5. Oracle Engagement Cloud provides tools to add or modify which six types of entities?

A) Objects
B) Reports
C) Fields
D) Icons
E) Exports
F) Roles and privileges
G) Themes
H) Object workflow

Solutions: