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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

Question 1

One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

A. Grant the agent Administrator permissions to addnew search filters.
B. Add fields from the advanced search functionality.
C. Create a new search through the application composer.
D. Create several personalized searches and create them to each other.

Question 2

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

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

Question 3

Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

A. Categories facilitate the assignment of an agent to the service request.
B. Filter the selection of the product related to the service request, when filtering by a particular category.
C. Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.
D. The hierarchical structure of the categories helps to improve the service request classification.
E. Categories determine the steps an agent must follow to close the service request.

Question 4

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

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

Question 5

You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action inconfiguring "My Knowledge"?

A. Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to
"Yes".
B. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
C. Use the task "ManageService Request knowledge Profile Options", search for the
"SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to
"Yes".
D. Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
E. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
F. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.

Solutions: