Oracle B2B Service 2021 Implementation Essentials (1Z0-1064-21) Free Practice Test

Question 1

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. 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.

B. Select the Manage Capacities task.

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

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

Correct Answer: A,C

Question 2

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

A. system administrator approval

B. moving the application to Staging and subsequently to Production status

C. nothing (DCS applications are always available to all users.)

D. a single "publish" action to complete the task

Correct Answer: B,C

Question 3

You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is somestandard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {#
#SR0000003056# #}"
Which statement is true?

A. You can completely eliminate the standard text appended by editing the message:
SVC_EMAIL_ACK_FOR_KNOWN_CUST.

B. You can eliminate part of the standard message, butcannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

C. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

D. You have to edit the e-mail template and add HTML code to customize the standard text section.

Correct Answer: B

Question 4

Which two keyboard shortcuts can be modified?

A. Save and Close

B. OK

C. Save and Continue

D. Create Service Request

E. Cancel

Correct Answer: B,D

Question 5

You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure userself-registration in your DCS application?

A. Enable the self-registration steps in the"Manage Digital Customer Service Registration Profile Options" task.

B. Configure your self-registrations so that they are automatically approved.

C. Configure the self-registrations to restrict registration to only existing Contacts.

D. Disable the anonymous access option in your DCS application.

Correct Answer: B,C,D

Question 6

Which two are true characteristics about the lifecycle of a service request?

A. Users can reopen a service request when the status is set to "Resolved".

B. "Customer working" is one of the five seeded status types.

C. If required, users can manually set the "Closed" status for a service request.

D. Users can reopen a service request when the status is set to "Closed".

E. "Closed" status is set by an automaticjob after a specified number of days.

Correct Answer: A,E

Question 7

Which four actions does the REST API for Service Requests (SRs) allow?

A. Create SR

B. Delete SR by SR title

C. Update SR assignee

D. Delete SR by SR number

E. Update SR milestone

Correct Answer: A,C,D,E

Question 8

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 did not enable the vertical toolbar which is required, while the horizontal is optional.

B. The only toolbar enabled is the default one, and you must configure at least two.

C. The signed-in user does not have the appropriate access privileges to a toolbar.

D. You entered a toolbar height that is not more than 70 pixels.

E. You have not enabled the Computer Telephony Integration (CTI) service.

Correct Answer: A,E

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Oracle B2B Service 2021 Implementation Essentials (1Z0-1064-21) Free Practice Test