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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Digital Customer Service application configuration settings in json.cfg include which four options?

A) Default notification preferences
B) Product and category filtering
C) Default timezone
D) Default communication preferences
E) Knowledge management language locales
F) Default chat channel preferences
G) Knowledge management article links
H) Service request links

2. You are creating orediting a SmartText entry. Which four options can you insert into the entry?

A) URLs
B) Images
C) Variables
D) Other SmartText entries
E) Text
F) Tables

3. Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A) In Advanced Search, select Action > Update.
B) In Advanced Search, confirm Record Set = Assigned to Me.
C) In Advanced Search, Add Channel Type = Web.
D) Click the Show Advanced Search icon.
E) In Advanced Search, save and select the "Set as Default" box.
F) Change the section identified with Status = New

4. Oracle Engagement Cloud provides tools to add or modify which six types of entities?

A) Themes
B) Icons
C) Object workflow
D) Reports
E) Roles and privileges
F) Exports
G) Objects
H) Fields

5. Identify the sequence of steps you must follow to disable the Service Communication channels.

A) Navigate to Setup and maintenance > Selectthe Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
B) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".
C) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.
D) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
E) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.

Solutions: