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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

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

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

2. Which option describes the automated page presentation for incoming calls?

A) a feature that displays a caller-appropriate application page based on your customer's native language when you answeryour phone
B) a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
C) a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
D) a feature that displays a detailed caller profile based on your customer's country when you answer your phone

3. Your customer has three service request child categories under the top-level service requestcategory
"Accounts":
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?

A) In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column.
B) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
C) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
D) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.

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

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

5. Your customer is asking for amodification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?

A) Manage Service Request Queue
B) Manage Service Request Products
C) Manage Service Request Categories
D) Manage Service Request Severities
E) Manage Service Request Status Values
F) Manage Service Request Resolutions

Solutions: