Oracle 1Z0-1064-21 Exam Questions : Oracle B2B Service 2021 Implementation Essentials

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Oracle 1Z0-1064-21 Exam Syllabus Topics:

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) Start time of the call
B) Service Request create date
C) Contact name
D) Agent name
E) Channel

2. Which three subobject functions are included in the REST API for Service Requests (SRs)?

A) Update SR reference
B) Update resource member
C) Update resource manager
D) Delete activity
E) Delete message

3. Your customer has informed you about a possible errorin the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losingtime and being ineffective.
What is causing the problem?

A) Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
B) Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
C) Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is alsoavailable.
D) A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.

4. Given the entitlement rules below, if ahigh-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
* Condition Column Severity = High
* Calendar = 9AM to 5 PM, Monday - Friday, US EST
* Resolution Metric = 2880
* Resolution Warning Threshold 120
* First Response Metric= 360
* First Response Warning Threshold

A) If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
B) If the SR is not resolved,Resolution warning will occur on Monday, 12 noon EST.
C) First Response is due on Friday, 12 noon EST.
D) Resolution is due on Saturday, 2 PM EST.

5. Which two are required to publish a completed Digital Customer Service (DCS) application?

A) nothing (DCS applications are always available to all users.)
B) moving the application to Staging and subsequently to Production status
C) system administrator approval
D) a single "publish" action to complete the task

Solutions: