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Updated: Jul 26, 2026
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Oracle 1Z0-1064-21 Exam Overview:
| Certification Vendor: | Oracle |
| Exam Name: | Oracle B2B Service 2021 Implementation Essentials |
| Exam Number: | 1Z0-1064-21 |
| Real Exam Qty: | 58 |
| Available Languages: | English |
| Related Certifications: | Oracle Engagement Cloud Oracle CX Service |
| Exam Price: | $245 USD |
| Exam Duration: | 90 minutes |
| Passing Score: | 62% |
| Exam Format: | Multiple Choice, Multiple Select |
| Certificate Validity Period: | 18 months |
| Recommended Training: | Oracle Cloud Learning Subscription Oracle B2B Service 2021 Implementation Training |
| Exam Registration: | Oracle University Exam Page Pearson VUE Registration |
| Sample Questions: | Oracle 1Z0-1064-21 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE authorized testing centers |
| Pre Condition: | No formal prerequisites; recommended 6 months implementation experience with Oracle B2B Service/Engagement Cloud |
| Official Syllabus URL: | https://education.oracle.com/pexam_1Z0-1064-21 |
Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Request Management | 25% | - Categories, Types, and Statuses - Service Request Lifecycle - Assignment Rules and Queues |
| Topic 2: Knowledge Management | 15% | - Integration with Service Requests - Knowledge Base Setup - Article Management and Search |
| Topic 3: Security and Access Control | 8% | - Data Security - Roles and Privileges |
| Topic 4: Productivity and Automation | 12% | - Workflows and Rules - Macros and Shortcuts |
| Topic 5: Entitlements and Service Level Agreements | 20% | - Coverage and Entitlement Setup - Milestones and Escalations - SLA Configuration |
| Topic 6: Digital Customer Service | 20% | - Templates and Layouts - Customization and Components - DCS Application Architecture |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
1. In which three situations can default coverage be applied?
A) for a specific SR category
B) globally, to all service requests that do not have any other coverage
C) for a specific period of time
D) to a specific customer account
E) for a specificSR status
2. 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 part of that Offering.
B) VBCS is a visual development tool for creating applications in DCS.
C) DCS is an Offering in Engagement Cloud and VBCS is another Offering in Engagement Cloud.
D) DCS is a visual development tool for creating applications in VBCS.
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) If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
C) Resolution is due on Saturday, 2 PM EST.
D) First Response is due on Friday, 12 noon EST.
4. Identify the sequence of steps you must follow to disable the Service Communication channels.
A) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".
B) Navigate to Setup and maintenance > Selectthe Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
C) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.
D) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.
E) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
5. Which two options are true about reporting on milestones?
A) No standard reports onmilestones are provided.
B) Administrator-defined milestone data is not included in Analytics.
C) An as-delivered SLA Infolet shows near-overdue and overdue milestones.
D) Milestone reporting is performed via the CRM Service Request Real-Time subject area.
Solutions:
| Question # 1 Answer: A,B,C | Question # 2 Answer: A,B | Question # 3 Answer: B,D | Question # 4 Answer: C | Question # 5 Answer: B,C |
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