Oracle B2B Service 2022 Implementation Professional (1z0-1064-22) Free Practice Test

Question 1

Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

A. Entitlement rules are not valid for the service request.

B. No default coverages are set up.

C. The Starts When criteria of the milestones is not True.

D. The scheduled process has not been set up.

Correct Answer: B,C,D

Question 2

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

A. Agent name

B. Service Request create date

C. Contact name

D. Channel

E. Start time of the call

Correct Answer: A,B,C

Question 3

Oracle Engagement Cloud provides tools to add or modify which six types of entities?

A. Reports

B. Themes

C. Object workflow

D. Fields

E. Roles and privileges

F. Icons

G. Exports

H. Objects

Correct Answer: A,D,G,H

Question 4

Your customer is asking for a modification 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 Categories

B. Manage Service Request Status Values

C. Manage Service Request Products

D. Manage Service Request Severities

E. Manage Service Request Resolutions

F. Manage Service Request Queue

Correct Answer: A,B,C,F

Question 5

Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasons for 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

Question 6

Your customer has informed you about a possible error in 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, losing time 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 also available.

Correct Answer: C

Question 7

To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?

A. Title, Status

B. Title, Status, Problem Description

C. Title, Category, Severity

D. Title, Category, Severity, Status

E. Title

Correct Answer: D

Question 8

Which two options are true about role synchronization for Digital Customer Service (DCS)?

A. also synchronizes userIDs and passwords between DCS and Engagement Cloud

B. is required for every DCS instance

C. is real time

D. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

Correct Answer: B,C

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Oracle B2B Service 2022 Implementation Professional (1z0-1064-22) Free Practice Test