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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

Question 1

Digital Customer Service application configuration settings in json.cfg include which four options?

A. Default notification preferences
B. Default timezone
C. Default chat channel preferences
D. Knowledge management language locales
E. Service request links
F. Product and category filtering
G. Default communication preferences
H. Knowledge management article links

Question 2

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

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

Question 3

Your customer has noticed thatemails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?

A. an inbound message filter per time schedule
B. an inbound message filter per sender
C. a configured profile option to schedule the retrieval of emails
D. a configured job to process inbound emails

Question 4

What should you do to enable Password Reset in Digital Customer Service (DCS)?

A. Enablethe "Password Reset" option in the User Administration component.
B. Obtain the Change Password Link and add it to your DCS page.
C. Instruct users that they can only change their password by chatting with an agent.
D. Add the Password Reset component to your DCS application.

Question 5

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

Solutions: