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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. 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 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.
B) Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
C) 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.
D) 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.

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

A) a single "publish" action to complete the task
B) system administrator approval
C) nothing (DCS applications are always available to all users.)
D) moving the application to Staging and subsequently to Production status

3. Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

A) It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
B) It enablesanonymous users to search the DCS knowledge base.
C) It does not require matching passwords between Engagement Cloud and DCS.
D) It is configured exclusively via the Engagement Cloud Security Console.

4. In which three situations can default coverage be applied?

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

5. You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which threeoptions achieve your customer's requirement?

A) Make them available externally to customers via My Digital Customer Service (DCS).
B) Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
C) Make them availableto employees and agents via My Knowledge.
D) Make them available internally to agents as part of the Service Request Knowledge Panel.
E) Make them available to external users by giving them access to the internal "My Knowledge" page.

Solutions: