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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a newcatalog.
What are two advantages of creating a new service catalog instead of using an existing one?

A) allows you to use the same product hierarchy as sales
B) allows the display of a product hierarchy specifically for service purposes
C) requires less work and effort
D) allows use of a simpler hierarchy

2. Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?

A) The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
B) The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
C) The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
D) The batch job for recommendations has not been executed.
E) The profile CSO_ENABLE_SVC_KMHOME is set to Y.

3. Your client has noticed that inbound emails from customers are not creating or updatingservice requests.
Which step should they perform to automate it?

A) Adjust permissions on all customer's profiles.
B) Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
C) Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
D) Adjust the inbound message filters.

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

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

5. 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 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.
B) Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
C) 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.
D) 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.

Solutions: