Oracle B2B Service 2021 Implementation Essentials 認定 1Z0-1064-21 試験問題:

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

2. You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A) There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
B) A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.
C) A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browserpage or not.
D) Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

3. Which statement is correct when describing the process of adding assignment rules from Service Setup?

A) Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save andpublish.
B) Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
C) Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditionsand actions, save and close.
D) Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.

4. 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) 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.
B) 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.
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) 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.

5. Which three statements are true?

A) Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
B) Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.
C) Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.
D) Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.

質問と回答：