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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

Question 1

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

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

Question 2

Your customer has three service request child categories under the top-level service requestcategory
"Accounts":
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?

A. In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column.
B. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
C. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
D. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.

Question 3

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

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

Question 4

If you want to disable the ability to delete activities for all users, what action should you perform?

A. Remove the "delete activities" button from all pages used by the users who have this access.
B. Remove the "delete activities" privilege from all the roles for users who have this access.
C. Remove the "delete activities" role from all the users who have this role.
D. Remove the users of the roles who have the "delete activities" access.

Question 5

Which two keyboard shortcuts can be modified?

A. Save and Continue
B. Save and Close
C. Cancel
D. Create Service Request
E. OK

Solutions: