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

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

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 Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
B) 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.
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 Childcategories, search for the "Accounts" category and deselect the "Active" Column.

4. You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A) A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browserpage or not.
B) Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
C) There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
D) A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.

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

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

Solutions: