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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Configuration and Setup | - Business rules and service workflows - User roles and security configuration - Service environment setup |
| Topic 2: B2B Service Overview | - Oracle B2B Service architecture and components - Core concepts of Oracle CX Service Cloud |
| Topic 3: Integrations and Extensions | - Integration with Oracle CX applications - REST/SOAP services usage in B2B Service |
| Topic 4: Reporting and Analytics | - Analytics configuration for service performance - Standard reports and dashboards |
| Topic 5: Knowledge Management | - Knowledge base configuration - Article lifecycle and publishing |
| Topic 6: Service Request Management | - Service request creation and lifecycle - Queues, assignment, and routing - SLAs and escalation management |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
1. Which three types of data are included in the interaction associatedwith a normal call flow?
A) Agent name
B) Service Request create date
C) Start time of the call
D) Channel
E) Contact name
2. Digital Customer Service application configuration settings in json.cfg include which four options?
A) Service request links
B) Knowledge management article links
C) Knowledge management language locales
D) Default notification preferences
E) Default chat channel preferences
F) Default timezone
G) Product and category filtering
H) Default communication preferences
3. What should you do to enable Password Reset in Digital Customer Service (DCS)?
A) Add the Password Reset component to your DCS application.
B) Obtain the Change Password Link and add it to your DCS page.
C) Enablethe "Password Reset" option in the User Administration component.
D) Instruct users that they can only change their password by chatting with an agent.
4. Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?
A) Languages
B) Object triggers
C) Templates
D) Themes
E) UI components
F) Business objects
G) Pages
H) Object workflows
5. Which three statements are true about building Digital Customer Service (DCS)applications?
A) Only one version of a DCS application can be active in production at any time.
B) Many DCS applications can be active in production at the same time.
C) DCS application can be embedded in other sites.
D) DCS includes a "reference implementation template" that illustrates recommended implementation practices.
Solutions:
| Question # 1 Answer: A,B,E | Question # 2 Answer: A,B,C,G | Question # 3 Answer: B | Question # 4 Answer: B,C,D,F,G,H | Question # 5 Answer: A,C,D |








