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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

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

2. Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasonsfor this behavior?

A) You entered a toolbar height that is not more than 70 pixels.
B) The only toolbar enabled is the default one, and you must configure at least two.
C) The signed-in user does not have the appropriate access privileges to a toolbar.
D) You have not enabled the Computer Telephony Integration (CTI) service.
E) You did not enable the vertical toolbar which is required, while the horizontal is optional.

3. Which four statements are correct about hotkeys for Action Commands?

A) They allow a user to copy a service request.
B) They allow a user to forward a service request.
C) They have default values.
D) They allow a user to escalate a service request.
E) They can be assigned to a custom action script.
F) They can all be modified.

4. Your customer has informed you about a possible errorin the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losingtime and being ineffective.
What is causing the problem?

A) Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
B) Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
C) Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is alsoavailable.
D) A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.

5. Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

A) The hierarchical structure of the categories helps to improve the service request classification.
B) Categories facilitate the assignment of an agent to the service request.
C) Filter the selection of the product related to the service request, when filtering by a particular category.
D) Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.
E) Categories determine the steps an agent must follow to close the service request.

Solutions: