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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

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

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

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

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

5. Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

A) It is configured exclusively via the Engagement Cloud Security Console.
B) It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
C) It does not require matching passwords between Engagement Cloud and DCS.
D) It enablesanonymous users to search the DCS knowledge base.

Solutions: