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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

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

2. Your client has noticed that inbound emails from customers are not creating or updatingservice requests.
Which step should they perform to automate it?

A) Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
B) Adjust the inbound message filters.
C) Adjust permissions on all customer's profiles.
D) Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.

3. Your customer has informed you about a possible errorin the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losingtime and being ineffective.
What is causing the problem?

A) A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
B) Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
C) Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is alsoavailable.
D) Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.

4. Which four actions does the REST API for Service Requests (SRs) allow?

A) Delete SR by SR title
B) Delete SR by SR number
C) Update SR assignee
D) Update SR milestone
E) Create SR

5. Which two actions can you takewhen using Application Composer to create a new Trouble Ticket object?

A) You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
B) You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
C) You can create a trigger on the Trouble Ticket object usingthe Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
D) You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.

Solutions: