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

  • Exam Code: 1Z0-1064-21
  • Exam Name: Oracle B2B Service 2021 Implementation Essentials
  • Updated: Aug 20, 2026
  • Q & A: 78 Questions and Answers

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Oracle 1Z0-1064-21 Exam Syllabus Topics:

SectionObjectives
Configuration and Setup- Service environment setup
- Business rules and service workflows
- User roles and security configuration
B2B Service Overview- Core concepts of Oracle CX Service Cloud
- Oracle B2B Service architecture and components
Service Request Management- SLAs and escalation management
- Service request creation and lifecycle
- Queues, assignment, and routing
Knowledge Management- Knowledge base configuration
- Article lifecycle and publishing
Integrations and Extensions- REST/SOAP services usage in B2B Service
- Integration with Oracle CX applications
Reporting and Analytics- Standard reports and dashboards
- Analytics configuration for service performance

Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?

A) Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
B) Setup and maintenance >Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
C) Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
D) Setup and maintenance > Sales >Service Request > Manage Oracle Social Network Objects


2. Select the correct procedure to enable the Audit History tab for Service Requests.

A) Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top ofthe page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
B) Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.
C) Sign in to Engagement Cloud as anadministrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
D) Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under
"Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the"Filters" tab, choose an available field, add the desired filter, and add the filter to the
"Active Filters" list.Save the configuration.


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

A) Create an ESS job to Aggregate Service Requests.
B) Use Application Composer to configure warning emails about milestone compliance events.
C) Use Application Composer to include milestones on the Service Request Layout if desired.
D) Createan ESS job to Monitor Service Request Milestones.


4. Which three statements are true?

A) Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
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) Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.


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


Solutions:

Question # 1
Answer: C
Question # 2
Answer: B
Question # 3
Answer: A,C,D
Question # 4
Answer: A,B,D
Question # 5
Answer: B

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