- Exam Code: 1Z0-1064-21
- Exam Name: Oracle B2B Service 2021 Implementation Essentials
- Updated: Sep 11, 2026
- Q & A: 78 Questions and Answers
Oracle 1Z0-1064-21 Exam : Oracle B2B Service 2021 Implementation Essentials
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Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Configuration and Setup | - User roles and security configuration - Business rules and service workflows - Service environment setup |
| Topic 2: Service Request Management | - Queues, assignment, and routing - Service request creation and lifecycle - SLAs and escalation management |
| Topic 3: Reporting and Analytics | - Analytics configuration for service performance - Standard reports and dashboards |
| Topic 4: Knowledge Management | - Knowledge base configuration - Article lifecycle and publishing |
| Topic 5: B2B Service Overview | - Core concepts of Oracle CX Service Cloud - Oracle B2B Service architecture and components |
| Topic 6: Integrations and Extensions | - Integration with Oracle CX applications - REST/SOAP services usage in B2B Service |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
Question #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. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
- C. Adjust permissions on all customer's profiles.
- D. Adjust the inbound message filters.
Correct Answer: A 🗳️
Question #2
You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?
- A. Duration
- B. Available
- C. Time Period
- D. Interval
- E. Start/Stop
Correct Answer: A 🗳️
Question #3
Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.
- A. Milestones are commitments to handle SRs within certain timelines.
- B. Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and
'Resolution'. - C. Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
- D. Milestones are actions on a service request (SR) that must be completed by a specific time.
- E. Milestones are customizable by an administrator to include any number of organization-specific milestone types.
Correct Answer: B,C,E 🗳️
Question #4
Identify three considerations before starting the configuration of assignment rules to service requests.
- A. the attributes of queues to use as criteria for your rule assignments
- B. the attributes of service requests to use as criteria for your rule assignments
- C. the rule sets you want to create and the rules to include in each rule set
- D. the candidates of service requests to use as criteria for your rule assignments
- E. the candidates of queues to use as criteria for your rule assignments
Correct Answer: C,D,E 🗳️
Question #5
Identify two correctstatements about the way Visual Builder Cloud service (VBCS) and Digital Customer Service (DCS) are related.
- A. DCS is a visual development tool for creating applications in VBCS.
- B. DCS is an Offering in Engagement Cloud and VBCS is part of that Offering.
- 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.
Correct Answer: B,C 🗳️
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