Oracle 1Z0-1064-21 Prüfungsthemen:
| Abschnitt | Ziele |
|---|---|
| Erste Einrichtung | - Konfigurieren der ersten Serviceeinstellungen - Einrichten der B2B-Service-Umgebung |
| Digitaler Kundenservice (DCS) | - Konfigurieren digitaler Kommunikationskanäle - Anpassen der Oberfläche des digitalen Serviceangebots |
| Erweiterte Konfiguration, Integration und Analytik | - Integrieren mit externen Systemen - Konfigurieren von Analyse-Dashboards |
| Leistungsansprüche | - Konfigurieren von Regeln für Leistungsansprüche - Verwalten der Meilensteindeckung |
| Verwaltung von Serviceanfragen (SR) | - Verwalten des Lebenszyklus von Serviceanfragen - Definieren von Kategorien und Typen für Serviceanfragen |
| Wissensmanagement (KM) | - Einführen von Funktionen der Wissensdatenbank - Pflegen von Wissensartikeln |
| Produktivitätsfunktionen | - Aktivieren von Produktivitätswerkzeugen - Einrichten von Kurzbefehlen und Vorlagen |
| Omnichannel-Kommunikation | - Integrieren von Kommunikationskanälen - Konfigurieren von Omnichannel-Nachrichtenfunktionen |
Oracle B2B Service 2021 Implementation Essentials 1Z0-1064-21 Prüfungsfragen mit Lösungen
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 in the first evaluated rule is always assigned to the service request.
- 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 by default is the one assigned to the servicerequest.
Antwort: A 🗳️
Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?
- A. The User Group selected for authoring articles has been set to 'External".
- B. Users have not been given the "Knowledge Analyst" role.
- C. The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
- D. The Base Locale for the articles has not been enabled in the correct language.
Antwort: B 🗳️
What should you do to enable Password Reset in Digital Customer Service (DCS)?
- A. Obtain the Change Password Link and add it to your DCS page.
- B. Add the Password Reset component to your DCS application.
- C. Instruct users that they can only change their password by chatting with an agent.
- D. Enablethe "Password Reset" option in the User Administration component.
Antwort: A 🗳️
Identify two correctstatements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
- A. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
- B. DCS is a visual development tool for creating applications in VBCS.
- C. VBCS is a visual development tool for creating applications in DCS.
- D. DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
Antwort: A,C 🗳️
If you did not use the Reference Implementationtemplate for your Digital Customer Service (DCS) application, you will _________.
- A. not be able to preview your application before you publish it
- B. be required to create all of your own components for the display of Engagement Cloud objects
- C. have to contact Oracle Support for the permission to deploy your custom DCS application
- D. be required tomap roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
Antwort: B 🗳️
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