Oracle 1Z0-1064-21

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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is somestandard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {#
#SR0000003056# #}"
Which statement is true?

A) You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
B) You can completely eliminate the standard text appended by editing the message:
SVC_EMAIL_ACK_FOR_KNOWN_CUST.
C) You have to edit the e-mail template and add HTML code to customize the standard text section.
D) You can eliminate part of the standard message, butcannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

2. What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

A) Add product ID(s) to the database component.
B) Configure products groups and product items in Engagement Cloud.
C) Add images as the productimage will not be pulled from Engagement Cloud.
D) Add the Product object to your DCS application.

3. You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure userself-registration in your DCS application?

A) Configure the self-registrations to restrict registration to only existing Contacts.
B) Disable the anonymous access option in your DCS application.
C) Configure your self-registrations so that they are automatically approved.
D) Enable the self-registration steps in the"Manage Digital Customer Service Registration Profile Options" task.

4. Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?

A) Unlock and publish the new selected profilevalue.
B) Modify the Profile Value and save.
C) Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
D) Select View > Detach.
E) Lock the Profile Option for editing.
F) Navigate to Setup andMaintenance > Service > Service Request > Manage Service Request Profile Options.

5. You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A) A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.
B) There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
C) Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
D) A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browserpage or not.

Solutions: