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Embarking on the path to becoming an Oracle CX Sales 2020 Certified Implementation Specialist begins with a comprehensive understanding of the 1z0-1031-20 exam. This certification is a benchmark for professionals, validating the essential skills required to implement and configure the Oracle CX Sales Cloud solution. It is specifically designed for implementation consultants, technical and functional advisors, and administrators who are responsible for the initial setup and customization of the application. Achieving success in the 1z0-1031-20 exam demonstrates a strong foundation in core sales force automation processes, application customization, and business intelligence within the Oracle ecosystem.
This five-part series will serve as your detailed guide to mastering the topics and skills necessary to pass this rigorous test. In this first part, we will lay the groundwork by deconstructing the exam's structure, exploring the fundamental concepts of the Oracle CX Sales platform, and introducing the key tools and modules you will be tested on. A methodical approach is vital, and building a strong foundational knowledge base is the first and most critical step. This guide will help you organize your study efforts and approach the 1z0-1031-20 exam with well-deserved confidence and a clear strategy for success.
Before diving into the specific topics, it is crucial to understand the structure and format of the 1z0-1031-20 exam. This exam is typically composed of multiple-choice questions designed to test both your theoretical knowledge and your ability to apply that knowledge in practical scenarios. You will be allotted a specific amount of time to complete a set number of questions. Knowing these parameters helps you manage your time effectively during the test, ensuring you can address every question thoughtfully. Familiarizing yourself with the passing score is also important, as it sets a clear target for your preparation.
The 1z0-1031-20 exam blueprint, provided by Oracle, is the most important document for your study plan. It breaks down the exam into several key domains, each with a specific percentage weight. These domains generally include Initial Setup, Application Customization, Sales Force Automation, and Business Intelligence. The weighting indicates the proportion of questions you can expect from each area. For example, Application Customization is often a heavily weighted section, so you should dedicate a significant portion of your study time to mastering tools like Application Composer.
The questions are crafted to be situational. You will rarely encounter a simple definition-based question. Instead, you will be presented with a business requirement or a problem scenario and asked to select the best solution or configuration approach. This means that rote memorization is not an effective strategy. To succeed on the 1z0-1031-20 exam, you must understand the "why" behind the features and be able to think like an implementation consultant solving a real-world business challenge. This requires a deeper level of comprehension and hands-on experience with the application.
Understanding the scope of the exam is equally important. The "2020" in the title signifies that the questions are based on a specific version or release of the Oracle CX Sales Cloud. Oracle's cloud applications are updated regularly, so it is essential to ensure your study materials and hands-on practice environment align with the release year specified in the exam title. Focusing on features and functionalities relevant to that version will prevent confusion and ensure you are preparing with the correct information for the 1z0-1031-20 exam.
To succeed in the 1z0-1031-20 exam, a firm grasp of the core concepts and architecture of the Oracle CX Sales platform is essential. At its heart, the platform is a comprehensive customer relationship management solution designed to automate and enhance the sales process. It is built upon a robust and extensible data model. This model consists of business objects, which are containers for data. Key standard objects that you must know intimately include Accounts (organizations), Contacts (people), Leads (prospects), and Opportunities (potential sales deals).
The relationships between these objects are fundamental to the application's logic. For example, a Lead can be converted into an Account, a Contact, and an Opportunity, linking the initial inquiry to the active sales cycle. An Opportunity is associated with an Account, and various Contacts can be linked to that Opportunity with different roles. Understanding this interconnected web of data is crucial for configuring the system, creating reports, and answering a wide range of questions on the 1z0-1031-20 exam. You must be able to visualize how these objects interact to support a typical sales process.
The user interface (UI) is another core concept. The modern Oracle CX Sales UI, known as the Redwood Experience, is designed to be intuitive and user-centric. It features a dashboard-driven approach with infolets that provide quick summaries and access to key information. As an implementer, you need to understand how to navigate the UI efficiently and, more importantly, how to configure and customize it to meet specific business needs. This includes an understanding of work areas, page layouts, saved searches, and how users interact with the application on a daily basis.
Underpinning the entire application is a sophisticated security architecture. This model controls who can see what data and what actions they can perform. It is based on a system of roles, privileges, and data access policies. Understanding concepts like job roles, duty roles, and access groups is not just a small part of the exam; it is a fundamental aspect of a successful implementation. The 1z0-1031-20 exam will test your knowledge of how to configure this security model to ensure users have the access they need while protecting sensitive company and customer information.
A significant portion of the 1z0-1031-20 exam focuses on the initial setup and configuration tasks that form the foundation of any Oracle CX Sales implementation. These are the first steps an administrator or consultant takes to prepare a new environment for users. One of the most basic yet critical tasks is user management. You must understand the process of creating and managing user accounts, assigning them the appropriate security roles, and provisioning their access to the application. This includes knowing the difference between various user types and their implications.
Security configuration is a major theme within this domain. The exam will expect you to be proficient in Oracle's Role-Based Access Control (RBAC) model. This involves understanding the hierarchy of job roles, duty roles, and privileges. A job role, like "Sales Representative," is what you assign to a user. This job role inherits multiple duty roles, which grant access to specific work areas or functionalities, such as "Opportunity Management." These duty roles, in turn, are composed of individual privileges that grant specific permissions, like "Create Opportunity."
Beyond user and role management, you need to be familiar with system-level configurations managed through the "Setup and Maintenance" work area. This is the central hub for administrators. You should be familiar with managing profile options, which are system-wide settings that control the application's behavior. For example, a profile option might define the default currency for the organization or enable or disable certain features. The 1z0-1031-20 exam will test your ability to identify and modify key profile options to meet common business requirements.
Other foundational setup tasks include defining the company's fiscal year, setting up currency exchange rates if dealing with multiple currencies, and configuring basic application behaviors. While some of these tasks might seem simple, they have a wide-ranging impact on reporting, forecasting, and the overall user experience. A solid understanding of these initial setup procedures is non-negotiable, as a mistake at this stage can have cascading effects throughout the implementation. The exam will verify that you have mastered these essential first steps.
Application Composer is the primary tool for tailoring Oracle CX Sales to meet specific business needs, and it is arguably the most important tool to master for the 1z0-1031-20 exam. This web-based tool allows consultants and administrators to perform a wide range of customizations without writing complex code. Its capabilities include creating custom objects, adding new fields to existing standard and custom objects, and modifying the user interface by changing page layouts. A deep understanding of Application Composer is essential for a significant portion of the exam questions.
One of the most common tasks performed in Application Composer is adding custom fields. Businesses often need to capture information that is not tracked by the standard application fields. Application Composer allows you to create fields of various data types, such as text, number, date, or choice lists. You must understand the properties of these fields, such as whether they are required or searchable, and how to expose them on the user interface for data entry and display. The 1z0-1031-20 exam will likely present scenarios where you need to choose the correct field type for a given requirement.
Beyond creating fields, you will use Application Composer to build new, custom objects. If a business needs to track a type of information that does not fit into any standard object, such as "Projects" or "Service Requests," you can create a custom object from scratch. This includes defining its fields and creating relationships between your custom object and other standard or custom objects. For instance, you could create a one-to-many relationship to link multiple "Projects" to a single "Account."
Application Composer is also where you will spend a great deal of time configuring the user interface. For any given object, you can create and modify different page layouts. This allows you to control which fields are displayed, where they are located on the page, and whether they are read-only or editable. You can create different layouts for different user roles, ensuring that users only see the information that is relevant to them. The ability to create intuitive and efficient page layouts is a key skill for any implementation specialist and a frequent topic on the 1z0-1031-20 exam.
Finally, Application Composer is the gateway to more advanced customization through scripting. While the exam focuses on the essentials, you are expected to know that you can add business logic using Groovy scripts. This includes creating validation rules to ensure data quality, triggers that execute actions based on data changes, and formula fields that dynamically calculate values. A foundational understanding of where to find and how to apply these scripting capabilities within Application Composer is a key part of the knowledge required.
The core purpose of Oracle CX Sales is to streamline and manage the sales process. This is achieved through its Sales Force Automation (SFA) modules, which represent the functional heart of the application. A deep and practical understanding of these modules is mandatory for the 1z0-1031-20 exam. The SFA process typically begins with Lead Management. You must understand the entire lifecycle of a lead, from its creation and initial qualification to its conversion into an opportunity, account, and contact. This includes configuring lead routing and assignment rules to ensure leads are directed to the correct sales representative.
Once a lead is converted, the focus shifts to Opportunity Management. This is where sales representatives manage active sales deals. For the 1z0-1031-20 exam, you need to be an expert in configuring the opportunity object. This includes setting up sales stages to reflect the company's sales methodology, managing the products and revenue items associated with a deal, and tracking key information like close date and deal size. Understanding how opportunities drive sales forecasting and pipeline analysis is also critical.
Supporting the entire process are the Account and Contact management modules. Accounts represent the companies you do business with, and Contacts are the individuals at those companies. You must understand how to manage this data effectively. This includes creating and maintaining account and contact records, building hierarchical relationships between accounts (e.g., parent companies and subsidiaries), and identifying key contacts for an opportunity. Data quality is paramount, so familiarity with features for duplicate prevention and data cleansing is also expected.
These core SFA objects do not exist in isolation. They are interconnected to provide a 360-degree view of the customer. For example, all activities, such as appointments, tasks, and call notes, can be linked to contacts, accounts, and opportunities. This provides a complete history of all interactions. The 1z0-1031-20 exam will test your ability to think holistically about the SFA process, understanding how information flows from one object to another to support the sales team from initial prospecting to closing the deal.
An implementation is not complete without providing the business with the ability to analyze its data and gain insights into performance. The 1z0-1031-20 exam includes a section on Business Intelligence (BI) and reporting, which is a crucial component of the Oracle CX Sales suite. The primary tool for end-user reporting is Oracle Transactional Business Intelligence, or OTBI. OTBI provides a powerful, web-based interface for creating ad-hoc reports and analyses directly from the transactional database with minimal latency.
As a candidate for the 1z0-1031-20 exam, you are expected to understand the fundamental concepts of OTBI. This includes the concept of subject areas, which are pre-built, logical data models that present business data in an easy-to-understand format. For example, there are subject areas for "Sales - CRM Lead," "Sales - CRM Opportunity," and "Sales - CRM Account." You need to know how to select the appropriate subject area and then drag and drop columns to build a basic analysis, such as a list of open opportunities for a specific sales representative.
Beyond creating a simple report, you should be familiar with enhancing analyses with features like filters, prompts, and conditional formatting. Filters allow you to narrow down the results to show only the data you are interested in, while prompts allow the person running the report to input their own filter criteria. You should also be familiar with the different ways to visualize data, such as tables, pivot tables, and various types of graphs and charts. The ability to turn raw data into a meaningful visualization is a key skill.
Another component of the BI landscape you should be aware of is BI Publisher. While OTBI is excellent for ad-hoc analysis and interactive dashboards, BI Publisher is used for creating highly formatted, pixel-perfect documents, such as printable invoices, quotes, or formal reports. The 1z0-1031-20 exam will expect you to know the distinction between OTBI and BI Publisher and their primary use cases. A foundational understanding of how to access and run standard reports and analyses is a baseline requirement for any implementation consultant.
Finally, you must understand how these BI components are presented to the end-user. Analyses and reports created in OTBI can be placed on user dashboards, providing at-a-glance insights as soon as they log in. You should know how to embed an analysis on a dashboard page and how to manage the overall dashboard layout. This ensures that the valuable insights derived from the data are easily accessible to the sales team, helping them make data-driven decisions.
Having established a solid foundation in the previous part, we now venture deeper into the powerful customization and configuration capabilities of Oracle CX Sales. This section is dedicated to the advanced techniques that allow you to transform the out-of-the-box application into a solution that is precisely tailored to a company's unique processes and data requirements. A significant portion of the 1z0-1031-20 exam is focused on these skills, as they represent the core value an implementation specialist brings to a project. A deep understanding of the tools discussed here is what separates a basic administrator from a true solution architect.
We will move beyond the fundamentals of Application Composer to explore more complex object relationships, dynamic user interfaces, and the infusion of business logic through scripting. We will also cover the critical, behind-the-scenes processes of managing security, using sandboxes for safe development, and handling large-scale data operations. Mastering these advanced topics is not just essential for passing the 1z0-1031-20 exam; it is fundamental to delivering successful, robust, and user-friendly Oracle CX Sales implementations in the real world.
While the 1z0-1031-20 exam requires you to know how to create basic custom objects, it also delves into more advanced data modeling concepts within Application Composer. One of these is the ability to create different types of relationships between objects. The most common type is a one-to-many relationship, where one record of a parent object can be associated with multiple records of a child object. For example, you might create a custom child object called "Survey Response" that has a one-to-many relationship with the standard Contact object, allowing a single contact to have multiple survey responses.
Beyond simple parent-child relationships, you should also understand how to create many-to-many relationships. This type of relationship requires an intersection object to link two objects that do not have a direct hierarchical connection. For instance, if you wanted to link Opportunities to a custom "Marketing Campaign" object, where one opportunity could be influenced by multiple campaigns and one campaign could be linked to multiple opportunities, you would create an intersection object to facilitate this many-to-many link. The 1z0-1031-20 exam may test your understanding of when to use each type of relationship.
Another advanced concept is the creation of dynamic choice lists. While you can create simple static choice lists, you often need a list of values that is sourced from another object's data. Application Composer allows you to create choice lists that are based on a relationship, dynamically populating the dropdown with records from a related object. This ensures data integrity and improves the user experience by providing a relevant, context-sensitive list of options. Knowing how to configure these is a key practical skill.
Finally, understanding the implications of your customizations on the broader application is crucial. When you create custom objects and fields, you need to consider how they will be used in reporting, security, and integration. You must enable your custom objects for relevant functionalities like reporting, auditing, or import/export. Forgetting to do so can limit the utility of your customizations. The 1z0-1031-20 exam expects a holistic understanding, where you not only know how to build a customization but also how to properly integrate it into the fabric of the application.
Creating an intuitive and efficient user interface is critical for user adoption, and the 1z0-1031-20 exam places a strong emphasis on your ability to configure page layouts in Application Composer. Mastering this skill involves more than just dragging and dropping fields onto a page. It requires a thoughtful approach to designing layouts that present the right information to the right user at the right time. A key feature you must understand is the ability to create multiple, role-specific page layouts for a single object.
For example, a Sales Manager might need to see fields related to approvals and forecast categories on an opportunity page, while a Sales Representative does not. You can create two distinct page layouts and use a simple expression to control which layout is displayed based on the user's role. This ability to tailor the UI for different user populations is a powerful feature and a common requirement in implementation projects. The 1z0-1031-20 exam will test your knowledge of how to create and assign these role-based layouts.
A more advanced technique for creating a responsive user interface is the use of dynamic forms and conditional rendering. You can write simple expressions to dynamically show or hide certain fields or even entire regions of a page based on the value of another field. For instance, if a user selects "Other" from a "Reason for Closing" choice list on an opportunity, you could have a "Detailed Explanation" text field dynamically appear, which was previously hidden. This keeps the interface clean and only prompts users for information when it is actually needed.
You should also be proficient in using the different UI components available in the page editor. This includes not just standard fields but also subtabs, which are used to display lists of related child records, and specialized components for things like address formatting or integrations with other applications. Knowing which component to use for a particular requirement is part of designing an effective user experience. The 1z0-1031-20 exam will expect you to be familiar with the palette of available UI components and their primary functions.
To enforce complex business rules and automate processes, you often need to go beyond the declarative capabilities of Application Composer and use Groovy scripting. While you are not expected to be a master developer for the 1z0-1031-20 exam, you must understand the fundamental types of scripts and their applications. One of the most common uses of Groovy is for creating object validation rules. These rules execute when a user tries to save a record and can prevent the save if certain conditions are not met, ensuring a high level of data quality.
For example, you could write a validation rule that prevents a user from moving an opportunity to the "Closed-Won" stage if a custom field for the "Contract ID" is blank. The script would check the sales stage and the contract ID field, and if the condition is met, it would display an error message to the user. Understanding the syntax for accessing field values and the basic structure of an if-then statement is crucial. The 1z0-1031-20 exam will test your ability to identify the correct script type for a given validation requirement.
Another key script type is the object trigger. Triggers are scripts that automatically execute when a specific event occurs, such as when a new record is created or when a field's value is updated. Triggers can be used to automate data entry, for example, by setting the value of one field based on the value of another. You could have a trigger that automatically sets an opportunity's priority to "High" if its deal size exceeds a certain amount. This reduces manual effort and ensures consistency.
You can also use Groovy to create formula fields. These are read-only fields whose values are dynamically calculated by a script every time the record is viewed. This is useful for displaying calculated metrics, such as the age of a lead or the weighted revenue of an opportunity, without having to store the value in the database. Finally, you should be aware of global functions, which are reusable pieces of code that can be called from any other script, promoting efficiency and maintainability in your code.
A deep understanding of the Oracle CX Sales security model is non-negotiable for passing the 1z0-1031-20 exam. This goes beyond just knowing the difference between job, duty, and abstract roles. You must understand how to apply these concepts to create a secure yet usable environment. A common task for an implementer is to create custom job roles. Instead of modifying the standard, out-of-the-box roles, the best practice is to copy a standard role and then modify the copy. This ensures that your customizations are preserved during system updates.
The next layer of security is controlling data visibility, often referred to as data security. This determines which specific records a user is allowed to see. For example, you might want a sales representative to only see the opportunities that they own. This is primarily managed through a mechanism called Access Groups. Access Groups are a powerful and flexible way to define rules that grant access to data based on the user's role, their position in the resource hierarchy, or other attributes of the data itself.
For instance, you can configure rules that grant a manager access to see all the records owned by the employees who report to them. This is known as manager hierarchy-based access. You can also create rules based on sales territories or other dimensions. The 1z0-1031-20 exam will likely present scenarios where you need to choose the appropriate data security method to meet a specific requirement for data visibility and restriction. Understanding the capabilities and limitations of Access Groups is key.
Troubleshooting security issues is another critical skill. When a user reports that they cannot see a record or perform an action they believe they should be able to, you need a systematic way to diagnose the problem. This involves checking their user account, verifying their assigned job roles, and then drilling down into the specific duty roles and privileges they have been granted. You also need to check the data security policies to ensure there is a rule that grants them access to that specific record.
Customizing a live production environment is extremely risky. A small mistake could impact all users and potentially corrupt data. To prevent this, all customizations in Oracle CX Sales must be done within a sandbox. The 1z0-1031-20 exam requires you to have a thorough understanding of the sandbox lifecycle. A sandbox is an isolated, temporary environment where you can safely make and test your configuration changes without affecting the main application that users are working in.
The first step is creating the sandbox. When you create a sandbox, you must select the configuration tools you want to enable, such as Application Composer or Page Composer. Once the sandbox is created and you have entered it, any changes you make using those tools are saved only within that sandbox. You can enter and exit the sandbox at will, and your changes will be preserved. This allows you to work on complex customizations over several days without any risk to the production users.
Testing is a critical phase of the sandbox lifecycle. While inside the sandbox, you can test your changes as a specific user to ensure they work as expected. For example, if you created a new page layout for the "Sales Representative" role, you can preview the page as that role to verify that the layout appears correctly. Thoroughly testing all your changes, including validation rules and triggers, is essential before you consider moving them to the production environment.
Once you are satisfied that your customizations are working correctly, the final step is to publish the sandbox. The publishing process merges your changes from the isolated sandbox environment into the mainline of the application, making them live for all users. The 1z0-1031-20 exam will expect you to understand this entire lifecycle: create, customize, test, and publish. You should also be aware of potential conflicts that can occur if multiple people are working in different sandboxes, and the best practices for managing concurrent development.
Virtually every implementation project involves migrating data from a legacy system or integrating with other applications. The 1z0-1031-20 exam will test your knowledge of the tools available in Oracle CX Sales for managing large volumes of data. The primary tool for bulk data loading is File-Based Data Import (FBDI). FBDI provides a structured and robust process for importing data using pre-defined templates in a comma-separated values (CSV) format.
The FBDI process involves several steps. First, you must download the correct template for the object you want to import, such as Accounts or Contacts. These templates are very specific and contain all the columns required for a successful import. You then populate this template with your legacy data, ensuring it is clean and formatted correctly. After populating the template, you zip the file and upload it to the Universal Content Manager (UCM). Finally, you navigate to the Import Management work area and submit an import activity, referencing the file you uploaded.
The Import Management user interface is where you monitor the progress of your import job. It provides detailed feedback on the status of the import, including the number of records that were successfully created and, more importantly, the number of records that failed. For any failed records, the system provides an error log that explains the reason for the failure. A common task for an implementer is to analyze these error logs, correct the data in the source file, and resubmit the import. The 1z0-1031-20 exam may ask questions about this error-handling process.
In addition to importing data, you also need to know how to export it. Oracle CX Sales provides tools for exporting data, which can be useful for creating backups, feeding data to downstream systems, or for analysis in an external tool. You should be familiar with the data export process, including how to define the export object, apply filters to select a specific subset of records, and schedule the export job to run on a recurring basis. A comprehensive understanding of both import and export processes is a key practical skill.
Having explored the technical foundation of customization and configuration, we now shift our focus to the functional heart of the application: the Sales Force Automation (SFA) processes. The 1z0-1031-20 exam is not just a test of your technical abilities but also a rigorous evaluation of your understanding of how to model and support real-world sales operations within Oracle CX Sales. This part will provide a detailed examination of the key SFA modules, from the initial nurturing of a lead to the final analysis of the sales pipeline.
A successful implementation consultant must be a master of these business processes. You need to understand the lifecycle of each core object, the best practices for managing them, and the various configuration options available to tailor their behavior. The scenario-based questions in the 1z0-1031-20 exam will frequently require you to apply your knowledge of these SFA modules to solve a business problem. A deep, functional understanding is what will enable you to design solutions that truly empower the sales organization and drive business value.
The sales process in Oracle CX Sales typically begins with a lead, which represents a potential interest in your company's products or services. A comprehensive understanding of the lead management lifecycle is a core requirement for the 1z0-1031-20 exam. This lifecycle starts with lead creation. Leads can be created manually by sales users, or they can be imported in bulk from various sources, such as web forms, trade shows, or marketing campaigns. You should understand the key fields on a lead record, such as the lead source and deal size.
Once a lead is in the system, it needs to be qualified to determine if it is a genuine prospect worth pursuing. This involves gathering more information and assessing the lead against certain criteria. The application supports lead ranking and scoring functionalities to help prioritize the most promising leads. You can configure rules to automatically assign a score to a lead based on attributes like their industry, job title, or expressed interest. This allows sales teams to focus their efforts on the leads that are most likely to convert.
A critical part of the lead management process is assignment. You must ensure that every new lead is routed to the appropriate sales representative or team for follow-up. Oracle CX Sales provides a powerful assignment engine that allows you to configure rules to automate this process. Assignment rules can be based on a variety of factors, such as the lead's geographical location, product interest, or size. The 1z0-1031-20 exam will expect you to know how to set up and manage these assignment rules to ensure efficient lead distribution.
The culmination of the lead management process is the lead conversion. When a sales representative determines that a lead is qualified, they convert it. This action automatically creates a new Opportunity record to track the sales deal. It can also create a new Account and Contact record if they do not already exist in the system. Understanding this conversion process, including how data from the lead record is mapped to the newly created records, is a fundamental concept that will be thoroughly tested on the 1z0-1031-20 exam.
The Opportunity object is the central hub for managing active sales deals, and mastering its configuration is essential for the 1z0-1031-20 exam. An opportunity captures all the critical information about a potential sale, including the prospective customer, the products or services they are interested in, the estimated deal size, and the expected close date. The most important configurable component of an opportunity is the sales method and its associated sales stages.
A sales method defines the specific steps or stages that a sales team follows to close a deal. For example, a simple sales method might include stages like "Qualification," "Discovery," "Proposal," and "Negotiation." You must know how to configure these sales stages in the application to match a company's unique sales process. Each stage can have specific fields and required actions associated with it, guiding the sales representative through the process and ensuring consistency across the team. The ability to model a company's sales methodology is a key implementation skill.
Associated with opportunities is the management of revenue. An opportunity's total value is derived from its revenue lines. Each revenue line represents a specific product or service that the customer is interested in. You need to understand how to add products from the company's product catalog to an opportunity, specifying quantities and prices. This detailed revenue information is what drives the sales forecast and pipeline reports, so its accuracy is critical. The 1z0-1031-20 exam will test your knowledge of how to manage products and revenue on an opportunity record.
Furthermore, you should be familiar with other key features of opportunity management. This includes managing the sales team associated with an opportunity, tracking competitors, and logging activities like meetings and calls. The application also provides tools for sales coaching and assessments, which can help managers guide their teams more effectively. A holistic understanding of the opportunity record and all its related components is necessary to answer the complex, scenario-based questions you will face on the 1z0-1031-20 exam.
While leads and opportunities are dynamic, accounts and contacts represent the foundational data of your customer base. Effective management of this data is a key topic for the 1z0-1031-20 exam. Accounts represent the organizations you sell to, and contacts are the individuals within those organizations. Best practices for managing this data start with ensuring its quality and accuracy. You should be familiar with the tools and techniques available in Oracle CX Sales for data cleansing and duplicate prevention.
One of the most important features to understand is the management of hierarchies. Both accounts and contacts can be structured in hierarchies. For accounts, you can create parent-child relationships to model complex corporate structures, such as a global headquarters with multiple regional subsidiaries. For contacts, you can build reporting hierarchies to represent the organizational chart within a client company. The 1z0-1031-20 exam will expect you to know how to create and manage these hierarchical relationships, as they are crucial for strategic account planning.
You also need to understand how to manage the relationships between accounts and contacts and other objects. For example, you can designate a primary contact for an account or an opportunity. You can also manage multiple addresses for an account and specify which one is the primary shipping or billing address. These details are important for downstream processes like quoting and order management. A well-structured account and contact database is the cornerstone of a successful CRM implementation.
Data privacy and compliance are also increasingly important considerations. You should be aware of the features within Oracle CX Sales for managing communication preferences and consent for contacts. This allows organizations to comply with regulations like GDPR by tracking whether a contact has opted in or opted out of receiving marketing communications. While the 1z0-1031-20 exam may not go into deep legal detail, an awareness of these features and their importance is part of being a well-rounded implementation consultant.
To accurately track revenue on opportunities and generate quotes, you must first establish a well-defined product catalog within Oracle CX Sales. The configuration of products and price books is a key competency tested on the 1z0-1031-20 exam. The product catalog is a hierarchical structure that begins with product groups. Product groups are used to categorize your products and services in a logical way, making it easier for sales representatives to find what they are looking for. For example, you might have product groups for "Hardware," "Software," and "Professional Services."
Within these groups, you define the individual product items. Each product record contains detailed information, such as its name, description, part number, and base price. You must understand the various attributes that can be defined for a product and how they are used throughout the application. For example, you can specify whether a product is a tangible good or a service, which can influence how it is treated in downstream order fulfillment systems.
Once the products are defined, you need to manage their pricing. This is done through the use of price books. A price book is essentially a list of products and their associated prices for a specific context. This allows you to maintain multiple price lists for different purposes. For example, you might have a standard domestic price book, an international price book with different currencies, and a special discounted price book for government customers. The 1z0-1031-20 exam will expect you to know how to create and manage these different price books.
When a sales representative adds a product to an opportunity, they will select a price book, and the system will automatically pull the correct price for that product. This ensures pricing consistency and accuracy. The ability to correctly model a company's product catalog and pricing structure is a fundamental implementation task. A poorly configured product catalog can lead to inaccurate forecasting, incorrect quotes, and significant problems for the sales team.
Effective sales execution relies on diligent tracking of all customer interactions. The 1z0-1031-20 exam requires you to be proficient in configuring and managing activities within Oracle CX Sales. Activities are a central part of providing a 360-degree view of the customer, as they create a historical record of every touchpoint. The main types of activities you need to be familiar with are tasks, appointments, and call reports.
Tasks are used to manage to-do items for sales representatives. They can be created to remind a user to follow up with a contact, prepare a proposal, or complete any other action related to the sales process. Tasks have due dates and priorities, helping users organize their workload effectively. Appointments are used to schedule meetings with customers and can be synchronized with the user's primary calendar, such as Microsoft Outlook. You should understand how to create and manage both of these activity types.
Call reports are used to log the details of a phone conversation with a customer. This provides a structured way to capture the key outcomes and action items from the call. A key aspect of all activity types is their ability to be associated with other records. For example, an appointment can be linked to the specific contact who is attending the meeting, the account they work for, and the opportunity that is being discussed. This contextual linking is what makes the activity history so powerful.
The 1z0-1031-20 exam will test your knowledge of how to configure the activity management module. This includes customizing the fields on the activity forms, setting up different activity types, and configuring how activities are displayed on the dashboards and in the activity feeds of other records. A well-configured activity management system encourages user adoption and provides invaluable historical context for everyone on the sales team, as well as for sales managers who are reviewing account and opportunity progress.
For larger sales organizations, dividing the market into manageable territories is a common practice. Oracle CX Sales provides a sophisticated Territory Management module to support this, and a solid understanding of its capabilities is required for the 1z0-1031-20 exam. A territory is essentially a segment of the market that is assigned to a specific sales representative or team. The definition of a territory can be based on various dimensions, allowing for a great deal of flexibility.
The most common dimension for defining territories is geography. You can create territories based on country, state, city, or even postal codes. However, you can also define territories based on other factors, such as industry, company size, or specific named accounts. The application allows you to build a complex, hierarchical territory structure to match the way your sales organization is structured. Understanding how to build and manage this territory hierarchy is a key skill.
Once the territories are defined, they become the foundation for automating the assignment of leads and opportunities. Instead of creating complex assignment rules based on individual attributes, you can leverage the territory definitions. You can configure the system to automatically assign a new lead or opportunity to the owner of the territory it falls into. The system evaluates the attributes of the record, such as its address, and matches it to the corresponding territory to determine the correct owner.
The 1z0-1031-20 exam will expect you to know the process of setting up territories and enabling them for assignment. This includes defining the territory dimensions, building the hierarchy, and activating the territory-based assignment process. Territory management is a powerful tool for ensuring that sales resources are aligned correctly with market opportunities and that there is clear ownership for every account and prospect. It is a fundamental component of managing a large and structured sales team.
As we move into the fourth part of this series, our focus expands to encompass the more advanced and specialized topics that are crucial for a comprehensive implementation. While a solid grasp of core SFA and customization is essential, the 1z0-1031-20 exam also requires an understanding of how Oracle CX Sales interacts with other systems, how to unlock deeper insights through business intelligence, and how to manage other specialized modules. These topics represent the next level of expertise for an implementation consultant, enabling you to deliver truly integrated and intelligent solutions.
This section will delve into the fundamentals of integration, providing an overview of the APIs and tools available. We will take a more detailed look at building custom reports with OTBI and BI Publisher. We will also explore the configuration of the mobile application and touch upon related modules like Enterprise Contracts and sales campaigns. A well-rounded consultant must have this broader knowledge, and the 1z0-1031-20 exam will validate that you are prepared to handle these more complex and diverse implementation challenges.
In today's interconnected enterprise landscape, no application exists in a vacuum. Oracle CX Sales is designed to be the hub for customer data but often needs to integrate with other systems like ERP, marketing automation, and e-commerce platforms. The 1z0-1031-20 exam expects you to have a foundational understanding of the available integration methods. You are not expected to be a developer, but you must understand the concepts and be able to speak intelligently about the options.
The primary method for modern, real-time integration is through web services. Oracle CX Sales exposes a comprehensive set of both REST APIs and SOAP web services for all its major business objects. You should understand the conceptual difference between REST and SOAP. REST APIs are generally lighter weight, more flexible, and easier to use, making them the preferred choice for many modern integrations. The exam may ask you to identify the appropriate integration method for a given scenario.
For bulk data integration, especially in scenarios that are run on a schedule, the File-Based Data Import (FBDI) process discussed earlier is also considered an integration method. You can automate the process of generating the FBDI files from a source system and uploading them for processing. This is a common pattern for synchronizing large datasets, such as updating the product catalog from an ERP system on a nightly basis. Understanding the use cases for web services versus file-based integration is important.
While you can build integrations directly against the APIs, Oracle often recommends using a middleware platform to orchestrate the data flows. The primary middleware solution in the Oracle ecosystem is the Oracle Integration Cloud (OIC). OIC provides pre-built adapters for many Oracle and third-party applications, along with a visual, low-code interface for building, monitoring, and managing integrations. For the 1z0-1031-20 exam, a high-level awareness of OIC and its role in the integration landscape is sufficient.
While we have introduced Oracle Transactional Business Intelligence (OTBI), the 1z0-1031-20 exam requires you to have the practical knowledge to build custom reports from scratch. The process begins in the Reports and Analytics work area, where you will launch the BI Composer or BI Authoring tools. Your first and most important decision is selecting the correct Subject Area. A Subject Area is a pre-built data model that groups related attributes and measures for a specific business process, like "Sales - CRM Opportunities and Products."
Once you have selected a subject area, you are presented with a list of folders containing the available data columns. The skill here is to navigate these folders and select the specific columns you need for your report. For example, to build a simple pipeline report, you would select columns like "Opportunity Name," "Account Name," "Sales Stage," "Revenue," and "Expected Close Date." You simply drag these columns into the criteria pane of the analysis editor.
After selecting your columns, you will almost always need to apply filters to narrow down the data. The 1z0-1031-20 exam will test your ability to create various types of filters. You can create simple filters, such as "Sales Stage is not equal to Closed-Won," or more complex filters that use prompts. A prompt allows the user running the report to enter their own filter criteria, making the report reusable and interactive. For example, you could add a prompt for the "Sales Representative" name.
Finally, you need to choose how to present the data. The "Results" tab in the analysis editor allows you to create different views of your data, including tables, pivot tables, and a wide variety of charts and graphs. You can combine multiple views into a compound layout to create a rich, informative report. Once you have saved your analysis, you can place it on a dashboard or make it available for users to run directly from the report catalog. This entire lifecycle of building an analysis is a core competency for the 1z0-1031-20 exam.
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