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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?

A) Pages
B) Templates
C) Themes
D) Languages
E) Object workflows
F) Object triggers
G) Business objects
H) UI components

2. If you want to disable the ability to delete activities for all users, what action should you perform?

A) Remove the "delete activities" role from all the users who have this role.
B) Remove the users of the roles who have the "delete activities" access.
C) Remove the "delete activities" privilege from all the roles for users who have this access.
D) Remove the "delete activities" button from all pages used by the users who have this access.

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

4. Identify the sequence of steps you must follow to disable the Service Communication channels.

A) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".
B) Navigate to Setup and maintenance > Selectthe Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
C) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.
D) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.
E) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.

5. You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queuefor these service requests?

A) The queue defined by default is the one assigned to the servicerequest.
B) An error will occur; no queue is assigned to the service request.
C) The service request assignment will be unpredictable.
D) The queue defined in the first evaluated rule is always assigned to the service request.

Solutions:

Question # 1 Answer: A,B,C,E,F,G

Question # 2 Answer: B

Question # 3 Answer: A,B,C

Question # 4 Answer: D

Question # 5 Answer: D