Oracle 1Z0-1064-21 Actual Free Exam Questions & Community Discussion

Exam Code/Number: 1Z0-1064-21
Exam Name/Title: Oracle B2B Service 2021 Implementation Essentials
Certification Provider: Oracle
Corresponding Certification: B2B Service

Exam Questions: 78
Updated On: Sep 30, 2026

Question #9

Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a newcatalog.
What are two advantages of creating a new service catalog instead of using an existing one?

A. allows use of a simpler hierarchy

B. allows you to use the same product hierarchy as sales

C. requires less work and effort

D. allows the display of a product hierarchy specifically for service purposes

Discussion 0

Correct Answer: B,C Vote an answer

Question #10

You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?

A. The environment was not provisioned correctly and the service module is missing.

B. The team members don't have the Email Administrator Role provisioned.

C. Theteam members have not established the e-mail feature on the Offerings page.

D. There are no specific e-mail tasks available.

Discussion 0

Correct Answer: C Vote an answer

Question #11

Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

A. It requires proper permissions to use the tools and additional permissions to edit the desired object.

B. It allows edits to dashboard pages.

C. In includes a preview option for all standard and custom object pages.

D. It requires the use of a sandbox to modify the fieldsassociated with standard and custom objects.

Discussion 0

Correct Answer: D Vote an answer

Question #12

One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

A. Add fields from the advanced search functionality.

B. Create several personalized searches and create them to each other.

C. Create a new search through the application composer.

D. Grant the agent Administrator permissions to addnew search filters.

Discussion 0

Correct Answer: C Vote an answer

Question #13

Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasonsfor this behavior?

A. You have not enabled the Computer Telephony Integration (CTI) service.

B. You entered a toolbar height that is not more than 70 pixels.

C. The signed-in user does not have the appropriate access privileges to a toolbar.

D. The only toolbar enabled is the default one, and you must configure at least two.

E. You did not enable the vertical toolbar which is required, while the horizontal is optional.

Discussion 0

Correct Answer: A,E Vote an answer

Question #14

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. 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.

B. 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.

C. 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.

D. 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.

Discussion 0

Correct Answer: C Vote an answer

Question #15

What three things should you do once you have established a global default coverage?

A. Use Application Composer to include milestones on the Service Request Layout if desired.

B. Createan ESS job to Monitor Service Request Milestones.

C. Use Application Composer to configure warning emails about milestone compliance events.

D. Create an ESS job to Aggregate Service Requests.

Discussion 0

Correct Answer: A,B,D Vote an answer

Question #16

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.

Discussion 0

Correct Answer: C Vote an answer

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