Oracle B2B Service 2020 Implementation Essentials (1Z0-1064-20) Practice Exam - RETIRED
Oracle B2B Service 2020 Implementation Essentials (1Z0-1064-20)
About Oracle B2B Service 2020 Implementation Essentials (1Z0-1064-20)
An Oracle Engagement Cloud Service 2020 Certified Implementation Consultant has the knowledge to perform initial setup and configure service request management. They can deploy and customize a Digital Customer Service application, configure Omnichannel communications and use tools to configure and customize Engagement Cloud. Up-to-date training and field experience are recommended.
Exam Pattern
- Exam Title: Oracle B2B Service 2020 Implementation Essentials
- Exam Number: 1Z0-1064-20
- Exam Price: $245 USD
- Format: Multiple Choice
- Duration: 85 Minutes
- Number of Questions: 58
- Passing score: 62%
- Validated Against: Exam has been validated against 20B
Course Outline
The Oracle B2B Service 2020 Implementation Essentials (1Z0-1064-20) Exam covers the following topics -
1. Initial Setup
Enable Engagement Cloud features
Describe the Engagement Cloud security model
Use Functional Setup Manager (FSM)
2. Entitlements
Describe entitlement concepts (coverage, milestones)
Manage milestones
Set up standard coverage
Set up default coverage
Configure action plans
3. Digital Customer Service (DCS)
Describe DCS architecture components (themes, templates, pages)
Describe DCS enablement activities (profiles, roles, authentication)
Describe DCS components (products, contact, KM, SR creator, admin)
Deploy an initial DCS application
Customize a DCS application
4. Productivity Features
Set up Hotkeys
Set up SmartText
Enable SR Audit
5. Service Request (SR) Management
Set up SR creation and handling
Configure a Service Request Category
Describe common SR processing activities
Identify common SR searches
Configure a Service Catalog
Implement an SR assignment mapping
6. Knowledge Management (KM)
Identify KM enablement activities (products/categories, security, features)
Author KM articles
Set up 'My Knowledge' page
7. Omnichannel Communications
Perform Email set up a-ctivities (inbound setup, outbound setup, templates)
Describe CTI integration architecture
Configure CTI notifications
Configure media toolbar
Configure Chat
(ADDED in 19C) Configure Work Routing
(ADDED in 19C) Configure Agent Notifications
8. Advanced Configuration, Integration and Analytics
Identify mechanisms of Engagement Cloud customization
Use tools used to configure and customize Engagement Cloud
Explain Engagement Cloud integration architecture and mechanisms
Perform file-based import and export
Describe Analytics concepts (infolets, subject areas, queries)
Modify an Analytics report
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