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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. 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 Childcategories, search for the "Accounts" category and deselect the "Active" Column.
B) 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.
C) 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.
D) 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.

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

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

A) 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.
B) 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.
C) 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.
D) 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.

4. Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A) Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.
B) Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.
C) Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
D) Shared Acrossthe Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
E) In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.

5. Which two options are true about role synchronization for Digital Customer Service (DCS)?

A) also synchronizes userIDs and passwords between DCS and Engagement Cloud
B) is real time
C) enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
D) is required for every DCS instance

Solutions: