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Updated: Aug 03, 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 |
| Passing Score: | 65-68% |
| Exam Format: | Multiple Choice, Multiple Response |
| Related Certifications: | Oracle CX Service Oracle Fusion Service Oracle Cloud CX Certifications |
| Real Exam Qty: | 55-65 |
| Certificate Validity Period: | Oracle certifications typically do not expire for legacy exams, but may be tied to product release version (2021 release-based) |
| Exam Price: | USD 245 |
| Available Languages: | English |
| Exam Duration: | 90 minutes |
| Recommended Training: | Oracle CX Service Learning Path Oracle University Training |
| Exam Registration: | Oracle Certification Exam Details Oracle Certification Registration |
| Sample Questions: | Oracle 1Z0-1064-21 Sample Questions |
| Exam Way: | Online proctored or test center (Pearson VUE) |
| Pre Condition: | Basic knowledge of Oracle CX Service or Oracle Cloud applications is recommended. Experience with B2B service processes is helpful but not mandatory. |
Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Knowledge Management | - Knowledge base configuration - Article lifecycle and publishing |
| Topic 2: Configuration and Setup | - Service environment setup - User roles and security configuration - Business rules and service workflows |
| Topic 3: Integrations and Extensions | - Integration with Oracle CX applications - REST/SOAP services usage in B2B Service |
| Topic 4: B2B Service Overview | - Core concepts of Oracle CX Service Cloud - Oracle B2B Service architecture and components |
| Topic 5: Service Request Management | - SLAs and escalation management - Queues, assignment, and routing - Service request creation and lifecycle |
| Topic 6: Reporting and Analytics | - Analytics configuration for service performance - Standard reports and dashboards |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
1. Which two are required to publish a completed Digital Customer Service (DCS) application?
A) moving the application to Staging and subsequently to Production status
B) a single "publish" action to complete the task
C) system administrator approval
D) nothing (DCS applications are always available to all users.)
2. Which three statements are true?
A) Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
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) Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
3. 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 Childcategories, search for the "Accounts" category and deselect the "Active" Column.
B) 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.
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 "Silver Accounts" Category and expand it, click the "Inactive" button.
4. Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
A) The scheduledprocess has not been set up.
B) The Starts When criteria of the milestones is not True.
C) No default coverages are set up.
D) Entitlement rules are not valid for the service request.
5. 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) There are no specific e-mail tasks available.
C) Theteam members have not established the e-mail feature on the Offerings page.
D) The team members don't have the Email Administrator Role provisioned.
Solutions:
| Question # 1 Answer: A,D | Question # 2 Answer: A,B,D | Question # 3 Answer: D | Question # 4 Answer: A,B,C | Question # 5 Answer: C |
Oracle 1Z0-1064-21 Exam Overview:
| Certification Vendor: | Oracle |
| Exam Name: | Oracle B2B Service 2021 Implementation Essentials |
| Exam Number: | 1Z0-1064-21 |
| Passing Score: | 65-68% |
| Exam Format: | Multiple Choice, Multiple Response |
| Related Certifications: | Oracle CX Service Oracle Fusion Service Oracle Cloud CX Certifications |
| Real Exam Qty: | 55-65 |
| Certificate Validity Period: | Oracle certifications typically do not expire for legacy exams, but may be tied to product release version (2021 release-based) |
| Exam Price: | USD 245 |
| Available Languages: | English |
| Exam Duration: | 90 minutes |
| Recommended Training: | Oracle CX Service Learning Path Oracle University Training |
| Exam Registration: | Oracle Certification Exam Details Oracle Certification Registration |
| Sample Questions: | Oracle 1Z0-1064-21 Sample Questions |
| Exam Way: | Online proctored or test center (Pearson VUE) |
| Pre Condition: | Basic knowledge of Oracle CX Service or Oracle Cloud applications is recommended. Experience with B2B service processes is helpful but not mandatory. |
Oracle 1Z0-1064-21 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Knowledge Management | - Knowledge base configuration - Article lifecycle and publishing |
| Topic 2: Configuration and Setup | - Service environment setup - User roles and security configuration - Business rules and service workflows |
| Topic 3: Integrations and Extensions | - Integration with Oracle CX applications - REST/SOAP services usage in B2B Service |
| Topic 4: B2B Service Overview | - Core concepts of Oracle CX Service Cloud - Oracle B2B Service architecture and components |
| Topic 5: Service Request Management | - SLAs and escalation management - Queues, assignment, and routing - Service request creation and lifecycle |
| Topic 6: Reporting and Analytics | - Analytics configuration for service performance - Standard reports and dashboards |
Oracle B2B Service 2021 Implementation Essentials Sample Questions:
1. Which two are required to publish a completed Digital Customer Service (DCS) application?
A) moving the application to Staging and subsequently to Production status
B) a single "publish" action to complete the task
C) system administrator approval
D) nothing (DCS applications are always available to all users.)
2. Which three statements are true?
A) Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
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) Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
3. 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 Childcategories, search for the "Accounts" category and deselect the "Active" Column.
B) 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.
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 "Silver Accounts" Category and expand it, click the "Inactive" button.
4. Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
A) The scheduledprocess has not been set up.
B) The Starts When criteria of the milestones is not True.
C) No default coverages are set up.
D) Entitlement rules are not valid for the service request.
5. 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) There are no specific e-mail tasks available.
C) Theteam members have not established the e-mail feature on the Offerings page.
D) The team members don't have the Email Administrator Role provisioned.
Solutions:
| Question # 1 Answer: A,D | Question # 2 Answer: A,B,D | Question # 3 Answer: D | Question # 4 Answer: A,B,C | Question # 5 Answer: C |
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