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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Which two statements are true regarding the Audit History tab of a Service Request?

A) It is available only toauthorized administrators.
B) It is searchable by date range, username, event type, event severity, and event duration.
C) It is enabled by default.
D) It allows users to save searches for later reuse.
E) It is exportable to Excel.

2. Select the correct procedure to enable the Audit History tab for Service Requests.

A) Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
B) Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top ofthe page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
C) Sign in to Engagement Cloud as anadministrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
D) Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under
"Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the"Filters" tab, choose an available field, add the desired filter, and add the filter to the
"Active Filters" list.Save the configuration.

3. Which three types of data are included in the interaction associatedwith a normal call flow?

A) Contact name
B) Service Request create date
C) Agent name
D) Start time of the call
E) Channel

4. 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 tomap roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
C) have to contact Oracle Support for the permission to deploy your custom DCS application
D) be required to create all of your own components for the display of Engagement Cloud objects

5. What three things should you do once you have established a global default coverage?

A) Use Application Composer to include milestones on the Service Request Layout if desired.
B) Create an ESS job to Aggregate Service Requests.
C) Use Application Composer to configure warning emails about milestone compliance events.
D) Createan ESS job to Monitor Service Request Milestones.

Solutions: