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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your client needs to associate a product item to a product group but cannot make the association. Whatshould you check to identify the cause?

A) Verify that Eligible for Service is selected on the product item.
B) Validate that AllowDuplicate is selected on the product item.
C) Validate that the product item is active and published.
D) Verify that Root Catalog is selected on the product groups.

2. 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 and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
B) 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.
C) Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save andpublish.
D) 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.

3. To create anew Survey object, you create a sandbox and set it as active.
Which two statements are correct while creating your Survey object in Application Composer?

A) Multiple users cannot use your sandbox at the same time.
B) You can set a second sandbox as Activeat the same time in order to begin working on another new object.
C) Your changes are isolated and do not impact other users' configuration environments or the production environment.
D) Your changes won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.

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

A) Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.
B) 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.
C) Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
D) 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.
E) 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.

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

Solutions: