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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.

A) Service requests
B) Social network
C) Contacts
D) Notes
E) Sales opportunities

2. Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

A) Users have not been given the "Knowledge Analyst" role.
B) The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
C) The Base Locale for the articles has not been enabled in the correct language.
D) The User Group selected for authoring articles has been set to 'External".

3. Yourcustomer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

A) Select the task Manage Service Request Categories.
B) Select Create Category > Create Top-Level Category.
C) Select Service Catalog in Functional Areas.
D) Select Status = "Active".
E) Check the Active flag.
F) Complete Category Name.
G) Select Create Category > Create Child Category.

4. Which three types of data are included in the interaction associatedwith a normal call flow?

A) Contact name
B) Agent name
C) Start time of the call
D) Channel
E) Service Request create date

5. Which two options are true about role synchronization for Digital Customer Service (DCS)?

A) is real time
B) is required for every DCS instance
C) also synchronizes userIDs and passwords between DCS and Engagement Cloud
D) enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

Solutions: