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Oracle 1Z0-1064-21 Exam Syllabus Topics:

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?

A) Title, Status
B) Title, Category, Severity
C) Title, Category, Severity, Status
D) Title
E) Title, Status, Problem Description

2. 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 set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
D) 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.

3. Which three subobject functions are included in the REST API for Service Requests (SRs)?

A) Update resource manager
B) Delete activity
C) Delete message
D) Update SR reference
E) Update resource member

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

5. One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

A) Create several personalized searches and create them to each other.
B) Grant the agent Administrator permissions to addnew search filters.
C) Add fields from the advanced search functionality.
D) Create a new search through the application composer.

Solutions: