1z0-1064-22 Tested & Approved B2B Service Study Materials [Q39-Q62]

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1z0-1064-22 Tested & Approved B2B Service Study Materials

Validate your Skills with Updated B2B Service Exam Questions & Answers and Test Engine

Oracle 1z0-1064-22 Exam Syllabus Topics:

Topic	Details
Topic 1	Describe DCS enablement activities (profiles, roles, authentication) Implement an SR assignment mapping
Topic 2	Create and Configure a DCS Application Advanced Configuration, Integration and Analytics
Topic 3	Describe entitlement concepts (coverage, milestones) Use Functional Setup Manager (FSM)
Topic 4	Identify common SR searches Use tools used to configure and customize B2B Service
Topic 5	Describe Analytics concepts (infolets, subject areas, queries) Identify KM enablement activities (products categories, security, features)
Topic 6	Perform Email set up a-ctivities (inbound setup, outbound setup, templates) Describe DCS architecture components (themes, templates, pages)

NO.39 Which three subobject functions are included in the REST API for Service Requests (SRs)?

Update SR reference

Update resource manager

Delete activity

Update resource member

Delete message

NO.40 Identify two correct statements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.

VBCS is a visual development tool for creating applications in DCS.

DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.

DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.

DCS is a visual development tool for creating applications in VBCS.

NO.41 In which three situations can default coverage be applied?

globally, to all service requests that do not have any other coverage

for a specific SR category

for a specific SR status

for a specific period of time

to a specific customer account

NO.42 Identify three considerations before starting the configuration of assignment rules to service requests.

the attributes of queues to use as criteria for your rule assignments

the candidates of service requests to use as criteria for your rule assignments

the candidates of queues to use as criteria for your rule assignments

the attributes of service requests to use as criteria for your rule assignments

the rule sets you want to create and the rules to include in each rule set

NO.43 Which three statements are true?

Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.

Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.

Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.

Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.

NO.44 You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?

Time Period

Duration

Available

Interval

Start/Stop

NO.45 You have been instructed to implement the “My Knowledge” page for your customer’s Engagement Cloud site.
Which is the correct first action in configuring “My Knowledge”?

Use the task “Manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for All Users” profile option, and activate it.

Use the task “manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for Service” profile option, and activate it.

Use the task “Manage Service Request knowledge Profile Options”, search for the “SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS” profile option, and set “Site” value to “Yes”.

Use the task “Manage Service Request knowledge Profile Options”, search for the “SVC_ENABLE_ARTICLE_CREATION_EDITION” profile option, and set the “SITE” value to “Yes”.

Use the task “Manage Administrator Profile Values”, search for the “Enable My Knowledge Menu for Help Desk” profile option, and activate it.

Use the task “Manage Service Request knowledge Profile Options”, search for the “SVC_ENABLE_KNOWLEDGE_IN_SR” profile option, and set “SITE” value to “Yes”.

NO.46 What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

Add images as the product image will not be pulled from Engagement Cloud.

Add the Product object to your DCS application.

Add product ID(s) to the database component.

Configure products groups and product items in Engagement Cloud.

NO.47 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?

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

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

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

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

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

NO.48 What three things should you do once you have established a global default coverage?

Create an ESS job to Monitor Service Request Milestones.

Create an ESS job to Aggregate Service Requests.

Use Application Composer to configure warning emails about milestone compliance events.

Use Application Composer to include milestones on the Service Request Layout if desired.

NO.49 Which three types of data are included in the interaction associated with a normal call flow?

Start time of the call

Agent name

Service Request create date

Contact name

Channel

NO.50 Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

The User Group selected for authoring articles has been set to ‘External”.

The Base Locale for the articles has not been enabled in the correct language.

Users have not been given the “Knowledge Analyst” role.

The “Show article snippet in search and recommend” option has not been selected in the task “Manage Administrator Profile Values”.

NO.51 Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

Milestones are customizable by an administrator to include any number of organization-specific milestone types.

Milestones are actions on a service request (SR) that must be completed by a specific time.

Milestones can be one of four default types: ‘First Response’, ‘Second Response’, ‘Final Action’, and ‘Resolution’.

Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.

Milestones are commitments to handle SRs within certain timelines.

NO.52 Which two options are true about role synchronization for Digital Customer Service (DCS)?

is required for every DCS instance

also synchronizes userIDs and passwords between DCS and Engagement Cloud

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

is real time

NO.53 Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?

Navigate to Setup and Maintenance > Service > Service Request > Manage Service Request Profile Options.

Select the profile SVC_SR_DEFAULT_SEVERITY_CD.

Lock the Profile Option for editing.

Modify the Profile Value and save.

Unlock and publish the new selected profile value.

Select View > Detach.

NO.54 Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

The hierarchical structure of the categories helps to improve the service request classification.

Categories determine the steps an agent must follow to close the service request.

Categories facilitate the assignment of an agent to the service request.

Categories improve the filtering of Knowledge articles that might contain a potential solution to the problem.

Filter the selection of the product related to the service request, when filtering by a particular category.

NO.55 Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Which option allows the customer to address the problem, so that all users can get articles in their native language?

Modify the original base locales of the articles to match the target language.

Deploy the Auto-Translate option on existing articles and turn on the “auto-Translate new articles” feature.

Enable new locales for the languages to be used and provision designated users to translate the articles.

Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.

NO.56 Your customer has noticed that emails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?

a configured job to process inbound emails

an inbound message filter per time schedule

a configured profile option to schedule the retrieval of emails

an inbound message filter per sender

NO.57 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?

Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.

Do not choose any optional criteria columns.

Choose all optional result columns.

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

NO.58 Which two options are true about reporting on milestones?

Administrator-defined milestone data is not included in Analytics.

No standard reports on milestones are provided.

Milestone reporting is performed via the CRM Service Request Real-Time subject area.

An as-delivered SLA Infolet shows near-overdue and overdue milestones.

NO.59 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?

The user doesn’t have the role ENABLE_LOCALE_FILTER_ROLE.

The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.

The batch job for recommendations has not been executed.

The profile CSO_ENABLE_SVC_KMHOME is set to Y.

The profile CSO_ENABLE_CATEGORY_FILTER is set to N.

NO.60 Which two steps are needed to create a new business object in Digital Customer Service?

Assign the new business object to a new component.

Assign object access roles to an administrative user.

Map a Visual Builder Cloud Service business object to the object API.

Assign the new business object to a page.

NO.61 What should you do to enable Password Reset in Digital Customer Service (DCS)?

Add the Password Reset component to your DCS application.

Instruct users that they can only change their password by chatting with an agent.

Enable the “Password Reset” option in the User Administration component.

Obtain the Change Password Link and add it to your DCS page.

NO.62 When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

1,3,2,4

3,2,4,1

2,4,3,1

1,2,3,4