Oracle B2B Service 1Z0-1064-21

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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

Question #1
Identify three considerations before starting the configuration of assignment rules to service requests.

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

Question #2
Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasonsfor this behavior?

A. You entered a toolbar height that is not more than 70 pixels.
B. You did not enable the vertical toolbar which is required, while the horizontal is optional.
C. The signed-in user does not have the appropriate access privileges to a toolbar.
D. You have not enabled the Computer Telephony Integration (CTI) service.
E. The only toolbar enabled is the default one, and you must configure at least two.

Question #3
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not beingreceived.
What is the problem?

A. Incoming messages have a custom filter.
B. The configured frequency to retrieve emails is too long.
C. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
D. Incorrect configuration of the inbound profile option:
SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.

Question #4
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. 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.
B. 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.
C. 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.
D. 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.

Question #5
In which three situations can default coverage be applied?

A. for a specific SR category
B. for a specific period of time
C. for a specificSR status
D. globally, to all service requests that do not have any other coverage
E. to a specific customer account

Solutions: