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Oracle 1z0-1064-22 Exam Syllabus Topics:

Topic 1
  • Describe DCS enablement activities (profiles, roles, authentication)
  • Implement an SR assignment mapping
Topic 2
  • Describe entitlement concepts (coverage, milestones)
  • Use Functional Setup Manager (FSM)
Topic 3
  • Service Request (SR) Management
  • Set up SR creation and handling
Topic 4
  • Describe common SR processing activities
  • Identify mechanisms of B2B Service customization
Topic 5
  • Perform Email set up a-ctivities (inbound setup, outbound setup, templates)
  • Describe DCS architecture components (themes, templates, pages)

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Oracle B2B Service 2022 Implementation Professional Sample Questions (Q21-Q26):

Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

  • A. No default coverages are set up.
  • B. Entitlement rules are not valid for the service request.
  • C. The scheduled process has not been set up.
  • D. The Starts When criteria of the milestones is not True.

Answer: A,C,D

Which three statements are true about building Digital Customer Service (DCS) applications?

  • A. DCS application can be embedded in other sites.
  • B. Only one version of a DCS application can be active in production at any time.
  • C. Many DCS applications can be active in production at the same time.
  • D. DCS includes a "reference implementation template" that illustrates recommended implementation practices.

Answer: A,B,D

Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

  • A. Configure an object workflow action to send the email when the milestone status changes to warning.
  • B. Add an extension column to the milestone object to hold the warning threshold value.
  • C. Configure an analytics report showing milestones in warning status.
  • D. Create standard text to be posted to the message thread.
  • E. Configure the email template to be used for notification.
  • F. Specify the warning threshold for the milestone in the standard coverages.

Answer: C,E,F

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

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

Answer: A,C,E

Select three correct limits and restrictions when importing data from a file.

  • A. Both create and update operations are available for imported records.
  • B. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
  • C. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
  • D. By default, the import starts immediately after it is activated.
  • E. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.

Answer: A,C,D


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