Oracle B2B Service 2020 Implementation Essentials - 1Z0-1064-20 FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

A. Select Status = "Active". B. Select the task Manage Service Request Categories. C. Select Service Catalog in Functional Areas. D. Select Create Category > Create Child Category. E. Select Create Category > Create Top-Level Category. F. Complete Category Name. G. Check the Active flag.

Discussion 0

Correct Answer: A,B,D,E Vote an answer

Question 2

What is the main function of the Data Security Policies?

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

Discussion 0

Correct Answer: C Vote an answer

Question 3

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. enables DCS user authentication through an identity management service (such as Engagement Cloud identity management) C. is real time D. is required for every DCS instance

Discussion 0

Correct Answer: C,D Vote an answer

Question 4

You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

A. You can send an e-mail notification to specified recipients. B. You must make the changes using the Page Composer tool. C. You can modify the workflow to update field values within the SR object. D. You can generate tasks for the SR object from the workflow. E. You can define the workflow to run when certain fields of the SR object are changed. F. You will be required to code any new workflow actions in Groovy.

Discussion 0

Correct Answer: A,C,D,E Vote an answer

Question 5

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"?

A. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it. B. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it. C. 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". D. 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". E. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it. F. 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".

Discussion 0

Correct Answer: A Vote an answer

Question 6

Which two statements are true regarding the Audit History tab of a Service Request?

A. It is enabled by default. B. It allows users to save searches for later reuse. C. It is exportable to Excel. D. It is available only to authorized administrators. E. It is searchable by date range, username, event type, event severity, and event duration.

Discussion 0

Correct Answer: A,B Vote an answer

Question 7

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 three options achieve your customer's requirement?

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

Discussion 0

Correct Answer: A,C,E Vote an answer

Question 8

Your customer has three service request child categories under the top-level service request category "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 Child categories, 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 "Silver Accounts" Category and expand it, click the "Inactive" button. C. 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. 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.

Discussion 0

Correct Answer: B Vote an answer