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Oracle 1z0-1064-22 Exam Syllabus Topics:

Topic	Details
Topic 1	Identify common SR searches Use tools used to configure and customize B2B Service
Topic 2	Describe entitlement concepts (coverage, milestones) Use Functional Setup Manager (FSM)
Topic 3	Configure a Service Request Category Describe DCS components (products, contact, KM, SR creator, admin)
Topic 4	Service Request (SR) Management Set up SR creation and handling
Topic 5	Perform Email set up a-ctivities (inbound setup, outbound setup, templates) Describe DCS architecture components (themes, templates, pages)
Topic 6	Create and Configure a DCS Application Advanced Configuration, Integration and Analytics
Topic 7	Describe DCS enablement activities (profiles, roles, authentication) Implement an SR assignment mapping
Topic 8	Explain B2B service integration architecture and mechanisms Describe the B2B Service security model

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Oracle B2B Service 2022 Implementation Professional Sample Questions (Q54-Q59):

NEW QUESTION # 54
Identify three considerations before starting the configuration of assignment rules to service requests.

• A. the candidates of service requests to use as criteria for your rule assignments
• B. the attributes of service requests to use as criteria for your rule assignments
• C. the candidates of queues to use as criteria for your rule assignments
• D. the attributes of queues to use as criteria for your rule assignments
• E. the rule sets you want to create and the rules to include in each rule set

Answer: A,C,E
NEW QUESTION # 55
Which four statements are correct about hotkeys for Action Commands?

• A. They allow a user to escalate a service request.
• B. They can all be modified.
• C. They allow a user to forward a service request.
• D. They allow a user to copy a service request.
• E. They have default values.
• F. They can be assigned to a custom action script.

Answer: A,B,C,E
NEW QUESTION # 56
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. 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.
• C. 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.
• D. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
• E. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.

Answer: A,C,D
NEW QUESTION # 57
What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

• A. View and edit attachments to a Service Request.
• B. Add a message to a Service Request.
• C. Create a Service Request.
• D. Chat with an Agent about a Service Request.
• E. Delete a Service Request.

Answer: A,C,D,E
NEW QUESTION # 58
Digital Customer Service application configuration settings in json.cfg include which four options?

• A. Default communication preferences
• B. Product and category filtering
• C. Knowledge management article links
• D. Knowledge management language locales
• E. Default notification preferences
• F. Service request links
• G. Default timezone
• H. Default chat channel preferences

Answer: B,C,D,F
NEW QUESTION # 59
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