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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your customer is asking for amodification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?

A) Manage Service Request Severities
B) Manage Service Request Status Values
C) Manage Service Request Resolutions
D) Manage Service Request Products
E) Manage Service Request Categories
F) Manage Service Request Queue

2. Digital Customer Service application configuration settings in json.cfg include which four options?

A) Default timezone
B) Default communication preferences
C) Product and category filtering
D) Default notification preferences
E) Knowledge management article links
F) Knowledge management language locales
G) Default chat channel preferences
H) Service request links

3. 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".

4. Which option describes the automated page presentation for incoming calls?

A) a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
B) a feature that displays a detailed caller profile based on your customer's country when you answer your phone
C) a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
D) a feature that displays a caller-appropriate application page based on your customer's native language when you answeryour phone

5. 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 "Silver Accounts" Category and expand it, click the "Inactive" button.
C) 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.
D) In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column.

Solutions: