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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A) Shared Acrossthe Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
B) Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
C) Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.
D) In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
E) Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.

2. Your client has noticed that inbound emails from customers are not creating or updatingservice requests.
Which step should they perform to automate it?

A) Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
B) Adjust the inbound message filters.
C) Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
D) Adjust permissions on all customer's profiles.

3. You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?

A) Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
B) Setup and maintenance > Sales >Service Request > Manage Oracle Social Network Objects
C) Setup and maintenance >Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
D) Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service

4. If you did not use the Reference Implementationtemplate for your Digital Customer Service (DCS) application, you will _________.

A) be required tomap roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
B) have to contact Oracle Support for the permission to deploy your custom DCS application
C) not be able to preview your application before you publish it
D) be required to create all of your own components for the display of Engagement Cloud objects

5. Which statement is correct when describing the process of adding assignment rules from Service Setup?

A) Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditionsand actions, save and close.
B) Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save andpublish.
C) Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
D) Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.

Solutions: