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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your customer is asking for amodification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?

A) Manage Service Request Resolutions
B) Manage Service Request Severities
C) Manage Service Request Categories
D) Manage Service Request Queue
E) Manage Service Request Status Values
F) Manage Service Request Products

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

3. 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.

4. Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A) Change the section identified with Status = New
B) In Advanced Search, save and select the "Set as Default" box.
C) Click the Show Advanced Search icon.
D) In Advanced Search, select Action > Update.
E) In Advanced Search, Add Channel Type = Web.
F) In Advanced Search, confirm Record Set = Assigned to Me.

5. 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 profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
B) The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
C) The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
D) The profile CSO_ENABLE_SVC_KMHOME is set to Y.
E) The batch job for recommendations has not been executed.

Solutions: