1Z0-1064-21 by Oracle Valid Free Exam Practice Test

Question 1

You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queuefor these service requests?

A. The service request assignment will be unpredictable. B. An error will occur; no queue is assigned to the service request. C. The queue defined by default is the one assigned to the servicerequest. D. The queue defined in the first evaluated rule is always assigned to the service request.

Correct Answer: D

Question 2

Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a newcatalog.
What are two advantages of creating a new service catalog instead of using an existing one?

A. allows the display of a product hierarchy specifically for service purposes B. allows use of a simpler hierarchy C. allows you to use the same product hierarchy as sales D. requires less work and effort

Correct Answer: C,D

Question 3

Digital Customer Service application configuration settings in json.cfg include which four options?

A. Default chat channel preferences B. Default communication preferences C. Knowledge management language locales D. Knowledge management article links E. Product and category filtering F. Default notification preferences G. Service request links H. Default timezone

Correct Answer: C,D,E,G

Question 4

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.

A. 1,2,3,4 B. 1,3,2,4 C. 3,2,4,1 D. 2,4,3,1

Correct Answer: A

Question 5

Which statement is correct when describing the process of adding assignment rules from Service Setup?

A. Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish. B. Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save andpublish. C. Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close. D. Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditionsand actions, save and close.

Correct Answer: D

Question 6

Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

A. Create standard text to be posted to the message thread. B. Configure the email template to be used for notification. C. Add an extension column to the milestone object to hold the warning threshold value. D. Configure an object workflow action to send the email when the milestone status changes to warning. E. Configure an analytics report showing milestones in warning status. F. Specify the warning threshold for the milestone in the standard coverages.

Correct Answer: B,E,F

Question 7

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.

A. Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem. B. Filter the selection of the product related to the service request, when filtering by a particular category. C. The hierarchical structure of the categories helps to improve the service request classification. D. Categories facilitate the assignment of an agent to the service request. E. Categories determine the steps an agent must follow to close the service request.

Correct Answer: A,C,D

Question 8

Your customer has three service request child categories under the top-level service requestcategory
"Accounts":
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?

A. In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column. B. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button. C. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button. D. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.

Correct Answer: C

Oracle B2B Service 2021 Implementation Essentials - 1Z0-1064-21 Exam Practice Test