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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Which two steps are needed to create a new business object in Digital Customer Service?

A) Assign the new business object to a new component.
B) Assign object access roles to an administrative user.
C) Assign the new business object to a page.
D) Map a Visual Builder Cloud Service business object to the object API.

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

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

A) Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
B) Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.
C) 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.
D) 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.
E) 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.

4. Which four statements are correct about hotkeys for Action Commands?

A) They allow a user to forward a service request.
B) They can be assigned to a custom action script.
C) They allow a user to escalate a service request.
D) They allow a user to copy a service request.
E) They can all be modified.
F) They have default values.

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

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

Solutions: