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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

Question 1

You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is somestandard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {#
#SR0000003056# #}"
Which statement is true?

A. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
B. You can completely eliminate the standard text appended by editing the message:
SVC_EMAIL_ACK_FOR_KNOWN_CUST.
C. You can eliminate part of the standard message, butcannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
D. You have to edit the e-mail template and add HTML code to customize the standard text section.

Question 2

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. 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.
C. Modify the default values in the Capacity fields for the channels.
D. In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.

Question 3

Which two options are true about reporting on milestones?

A. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
B. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
C. No standard reports onmilestones are provided.
D. Administrator-defined milestone data is not included in Analytics.

Question 4

Select three correct limits and restrictions when importing data from a file.

A. By default, the import starts immediately after itis activated.
B. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
C. Both create and update operations are available for imported records.
D. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
E. If the valuesin the imported CSV file contain a new line character, then they must be enclosed within quotation marks.

Question 5

Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

A. In includes a preview option for all standard and custom object pages.
B. It requires the use of a sandbox to modify the fieldsassociated with standard and custom objects.
C. It allows edits to dashboard pages.
D. It requires proper permissions to use the tools and additional permissions to edit the desired object.

Solutions: