Oracle 1Z0-1064-21 Exam : Oracle B2B Service 2021 Implementation Essentials

  • Exam Code: 1Z0-1064-21
  • Exam Name: Oracle B2B Service 2021 Implementation Essentials
  • Updated: Oct 30, 2026
  • Q & A: 78 Questions and Answers

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Oracle 1Z0-1064-21 Exam Syllabus Topics:

SectionObjectives
Knowledge Management (KM)- Implement knowledge base features
- Maintain knowledge articles
Initial Setup- Setup B2B Service environment
- Configure initial service settings
Advanced Configuration, Integration and Analytics- Integrate with external systems
- Configure analytics dashboards
Omnichannel Communications- Integrate communication channels
- Configure omnichannel messaging
Digital Customer Service (DCS)- Customize digital service interface
- Configure digital channels
Productivity Features- Enable productivity tools
- Setup shortcuts and templates
Service Request (SR) Management- Manage service request lifecycles
- Define service request categories and types
Entitlements- Configure entitlement rules
- Manage milestone coverage

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

Question #1

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 another Offering in Engagement Cloud.
  • 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 part of that Offering.
Reveal Solution  Discussion  0

Correct Answer: C,D  🗳️

Question #2

Which two options are true about reporting on milestones?

  • A. Administrator-defined milestone data is not included in Analytics.
  • B. No standard reports onmilestones are provided.
  • C. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
  • D. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
Reveal Solution  Discussion  0

Correct Answer: A,D  🗳️

Question #3

Given the entitlement rules below, if ahigh-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
* Condition Column Severity = High
* Calendar = 9AM to 5 PM, Monday - Friday, US EST
* Resolution Metric = 2880
* Resolution Warning Threshold 120
* First Response Metric= 360
* First Response Warning Threshold

  • A. If the SR is not resolved,Resolution warning will occur on Monday, 12 noon EST.
  • B. Resolution is due on Saturday, 2 PM EST.
  • C. First Response is due on Friday, 12 noon EST.
  • D. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
Reveal Solution  Discussion  0

Correct Answer: C,D  🗳️

Question #4

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 service request assignment will be unpredictable.
  • B. An error will occur; no queue is assigned to the service request.
  • C. The queue defined in the first evaluated rule is always assigned to the service request.
  • D. The queue defined by default is the one assigned to the servicerequest.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #5

Which option describes the automated page presentation for incoming calls?

  • A. a feature that displays a detailed caller profile based on your customer's country when you answer your phone
  • B. a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
  • C. a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
  • D. a feature that displays a caller-appropriate application page based on your customer's native language when you answeryour phone
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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