Course Description

Prepare to pass exam: Oracle B2C Service 2024 Implementation Professional

An Oracle B2C Service 2024 Implementation Professional certification is designed for Service Implementers and Administrators who configure, administer, and use the B2C Service Products and Services. Individuals who earn this certification are skilled at and are capable of creating queues and assignments, implementing automation and customization of user interfaces, custom objects and business processes, setting up processes between Customers and Agents, and creating Reports for analytics.

We have streamlined the B2C Service exams to a single certification, Oracle B2C Service 2024 Implementation Professional, to focus on core implementation skills.

Oracle B2C Service Integration and Development 2023 Implementation Professional and Oracle Service Center 2023 Implementation Professional have been permanently retired. If your credential for any of these two retired exams have not expired, you can maintain your certification by taking the Oracle B2C Service 2024 Implementation Professional (1D0-1138-24-D) exam.

To effectively prepare for the Oracle B2C Service 2024 Implementation Professional exam, it's essential to adopt a structured study approach. Begin by reviewing the official Oracle documentation and training materials, which cover essential topics such as service functionality, configuration, and integration options. Hands-on experience with the Oracle B2C Service platform is invaluable; consider setting up a practice environment to explore its features and tools. Utilize practice exams to familiarize yourself with the question format and identify areas where you may need further study. Joining study groups or forums can also provide additional insights and support from fellow candidates. Lastly, make a study schedule that allows you to cover all topics systematically, ensuring you’re well-prepared and confident on exam day.

Exam topics covered

Implementing B2C Service Products and Services

• Explain B2C Service products and services
  
• Create and deploy service-level agreements
• Create queues, assignments, and standard application menus

Configuring Service Console Core Features and Access

• Set up the service console and browser UI
  
• Describe core business objects
• Set up navigation, permissions, and user accounts
• Understand the purpose of configuration settings
• Perform export/import with Element Manager
• Use Data Lifecycle Management to archive data

Implementing B2C Service User Interface and Processes

• Modify message bases settings
  
• Implement user interface modifications and automation (workspaces)
• Create a workflow for incidents and contacts
• Create workspaces for the browser user interface

Implementing Processes Between Customers and Agents

• Describe agent assistance
  
• Configure products, categories, and dispositions
• Modify service level agreements
• Understand the use of audit fields
• Create and deploy enhanced business rules
• Create and deploy standard text and variables
• Create and modify message templates
• Understand email and mailbox settings
• Generate outreach and feedback using Surveys
• Configure chat queues and chat access
• Configure advanced routing for chat and incidents
• Create and deploy guided assistants
• Work with international data

Using Reports for Analytics

• Describe B2C Service analytics
  
• Customize a simple report
• Share and schedule reports

Configuring B2C Service Console Extensions

• Configure add-ins and extensions
  

Modifying Data Models with Custom Objects and Fields

• Configure and customize custom objects, custom fields, and custom attributes