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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Which four actions does the REST API for Service Requests (SRs) allow?

A) Create SR
B) Delete SR by SR title
C) Update SR milestone
D) Update SR assignee
E) Delete SR by SR number

2. You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queuefor these service requests?

A) The queue defined by default is the one assigned to the servicerequest.
B) An error will occur; no queue is assigned to the service request.
C) The queue defined in the first evaluated rule is always assigned to the service request.
D) The service request assignment will be unpredictable.

3. Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

A) Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.
B) Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articlesare updated.
C) There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
D) Users that want to see immediate updates to articlesmust have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.

4. When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

A) 2,4,3,1
B) 3,2,4,1
C) 1,2,3,4
D) 1,3,2,4

5. Yourcustomer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

A) Select the task Manage Service Request Categories.
B) Select Create Category > Create Child Category.
C) Select Service Catalog in Functional Areas.
D) Complete Category Name.
E) Check the Active flag.
F) Select Create Category > Create Top-Level Category.
G) Select Status = "Active".

Solutions: