Oracle B2B Service 2021 Implementation Essentials : 1Z0-1064-21

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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

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. Select the Manage Capacities task.
B. Modify the default values in the Capacity fields for the channels.
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.

Question 2

What is the main function of the Data Security Policies?

A. defines the actions a particular user can do
B. defines the data a particular user can see and/or modify
C. defines the views the application can access
D. defines the views or functionalities the user can access
E. defines the privileges and roles a particular user can have

Question 3

You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.
B. Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
C. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browserpage or not.
D. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.

Question 4

A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.

A. Social network
B. Contacts
C. Notes
D. Sales opportunities
E. Service requests

Question 5

Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?

A. Do not choose any optional criteria columns.
B. Choose all optional result columns.
C. Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
D. Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by
7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates

Solutions: