1Z0-1064-21の無料問題集（78題）、1Z0-1064-21認定試験参考書

Oracle 1Z0-1064-21 問題集

試験コード：1Z0-1064-21

試験名称：Oracle B2B Service 2021 Implementation Essentials

最近更新時間：2025-10-04

問題と解答：全78問

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質問 1：
Your customer has three service request child categories under the top-level service requestcategory
"Accounts":
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?
A. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
B. In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column.
C. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.
D. In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
正解：A

質問 2：
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action inconfiguring "My Knowledge"?
A. Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to
"Yes".
B. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
C. Use the task "ManageService Request knowledge Profile Options", search for the
"SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to
"Yes".
D. Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
E. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
F. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
正解：B

質問 3：
Your client needs to associate a product item to a product group but cannot make the association. Whatshould you check to identify the cause?
A. Validate that the product item is active and published.
B. Verify that Root Catalog is selected on the product groups.
C. Verify that Eligible for Service is selected on the product item.
D. Validate that AllowDuplicate is selected on the product item.
正解：A

質問 4：
Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not beingreceived.
What is the problem?
A. Incoming messages have a custom filter.
B. An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
C. The configured frequency to retrieve emails is too long.
D. Incorrect configuration of the inbound profile option:
SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
正解：A

質問 5：
Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4to 2.
Which two steps do you have to follow to limit the channel capacity as required?
A. In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.
B. In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
C. Modify the default values in the Capacity fields for the channels.
D. Select the Manage Capacities task.
正解：B,C

質問 6：
You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is somestandard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {#
#SR0000003056# #}"
Which statement is true?
A. You can eliminate part of the standard message, butcannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
B. You have to edit the e-mail template and add HTML code to customize the standard text section.
C. You can completely eliminate the standard text appended by editing the message:
SVC_EMAIL_ACK_FOR_KNOWN_CUST.
D. You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
正解：A

質問 7：
Which two options are true about reporting on milestones?
A. An as-delivered SLA Infolet shows near-overdue and overdue milestones.
B. No standard reports onmilestones are provided.
C. Milestone reporting is performed via the CRM Service Request Real-Time subject area.
D. Administrator-defined milestone data is not included in Analytics.
正解：A,D

質問 8：
What three things should you do once you have established a global default coverage?
A. Createan ESS job to Monitor Service Request Milestones.
B. Use Application Composer to configure warning emails about milestone compliance events.
C. Create an ESS job to Aggregate Service Requests.
D. Use Application Composer to include milestones on the Service Request Layout if desired.
正解：A,C,D

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

1. You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is somestandard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {#
#SR0000003056# #}"
Which statement is true?

A) You can eliminate part of the standard message, butcannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
B) You have to edit the e-mail template and add HTML code to customize the standard text section.
C) You can completely eliminate the standard text appended by editing the message:
SVC_EMAIL_ACK_FOR_KNOWN_CUST.
D) You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

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

3. Which two actions can you takewhen using Application Composer to create a new Trouble Ticket object?

A) 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.
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 field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.

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

A) 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.
B) Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save andpublish.
C) 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.
D) 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.

5. 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 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.
D) 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.

質問と回答：

質問 # 1
正解： A

質問 # 2
正解： D

質問 # 3
正解： A、B

質問 # 4
正解： D

質問 # 5
正解： B