Oracle 1Z0-1064-21

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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?

A) Unlock and publish the new selected profilevalue.
B) Modify the Profile Value and save.
C) Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
D) Select View > Detach.
E) Lock the Profile Option for editing.
F) Navigate to Setup andMaintenance > Service > Service Request > Manage Service Request Profile Options.

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

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

3. You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure userself-registration in your DCS application?

A) Configure the self-registrations to restrict registration to only existing Contacts.
B) Disable the anonymous access option in your DCS application.
C) Configure your self-registrations so that they are automatically approved.
D) Enable the self-registration steps in the"Manage Digital Customer Service Registration Profile Options" task.

4. You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which threeoptions achieve your customer's requirement?

A) Make them available externally to customers via My Digital Customer Service (DCS).
B) Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
C) Make them available to external users by giving them access to the internal "My Knowledge" page.
D) Make them available internally to agents as part of the Service Request Knowledge Panel.
E) Make them availableto employees and agents via My Knowledge.

5. Which two are true characteristics about the lifecycle of a service request?

A) Users can reopen a service request when the status is set to "Resolved".
B) "Closed" status is set by an automaticjob after a specified number of days.
C) "Customer working" is one of the five seeded status types.
D) Users can reopen a service request when the status is set to "Closed".
E) If required, users can manually set the "Closed" status for a service request.

Solutions: