Oracle B2B Service 1Z0-1064-22 Questions & Answers

• Question 1:

  Which three statements are true?

  A. Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.

  B. Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.

  C. Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.

  D. Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.

  Correct Answer: ACD

• 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.

  Correct Answer: B

• Question 3:

  Which three types of data are included in the interaction associatedwith a normal call flow?

  A. Start time of the call

  B. Agent name

  C. Service Request create date

  D. Contact name

  E. Channel

  Correct Answer: BCD

• Question 4:

  Which two keyboard shortcuts can be modified?

  A. OK

  B. Create Service Request

  C. Cancel

  D. Save and Continue

  E. Save and Close

  Correct Answer: AB

• Question 5:

  You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.

  Which is the correct first action inconfiguring "My Knowledge"?

  A. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.

  B. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.

  C. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".

  D. Use the task "ManageService Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".

  E. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.

  F. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".

  Correct Answer: A

• Question 6:

  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. Navigate to Setup andMaintenance > Service > Service Request > Manage Service Request Profile Options.

  B. Select the profile SVC_SR_DEFAULT_SEVERITY_CD.

  C. Lock the Profile Option for editing.

  D. Modify the Profile Value and save.

  E. Unlock and publish the new selected profilevalue.

  F. Select View > Detach.

  Correct Answer: BDE

• Question 7:

  What three things should you do once you have established a global default coverage?

  A. Createan ESS job to Monitor Service Request Milestones.

  B. Create an ESS job to Aggregate Service Requests.

  C. Use Application Composer to configure warning emails about milestone compliance events.

  D. Use Application Composer to include milestones on the Service Request Layout if desired.

  Correct Answer: ABD

• Question 8:

  Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4to 2.

  Which two steps do you have to follow to limit the channel capacity as required?

  A. Modify the default values in the Capacity fields for the channels.

  B. Select the Manage Capacities task.

  C. In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.

  D. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.

  Correct Answer: AD

• Question 9:

  One of your service agents needs a new search filter on his Service Requests' list page. How can the agent achieve this?

  A. Add fields from the advanced search functionality.

  B. Grant the agent Administrator permissions to addnew search filters.

  C. Create a new search through the application composer.

  D. Create several personalized searches and create them to each other.

  Correct Answer: C

• Question 10:

  Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.

  Which of the following is causing this behavior?

  A. The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.

  B. The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.

  C. The batch job for recommendations has not been executed.

  D. The profile CSO_ENABLE_SVC_KMHOME is set to Y.

  E. The profile CSO_ENABLE_CATEGORY_FILTER is set to N.

  Correct Answer: A