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Oracle B2B Service 2021 Implementation Essentials Sample Questions:
1. 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.
2. Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?
A) Shared Acrossthe Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
B) Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.
C) Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
D) In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
E) Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.
3. You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which threeoptions achieve your customer's requirement?
A) Make them available to external users by giving them access to the internal "My Knowledge" page.
B) Make them available internally to agents as part of the Service Request Knowledge Panel.
C) Make them available externally to customers via My Digital Customer Service (DCS).
D) Make them availableto employees and agents via My Knowledge.
E) Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
4. What is the main function of the Data Security Policies?
A) defines the data a particular user can see and/or modify
B) defines the actions a particular user can do
C) defines the views or functionalities the user can access
D) defines the views the application can access
E) defines the privileges and roles a particular user can have
5. Which two keyboard shortcuts can be modified?
A) Save and Close
B) Cancel
C) Save and Continue
D) OK
E) Create Service Request
Solutions:
Question # 1 Answer: A | Question # 2 Answer: A,B,D | Question # 3 Answer: C,D,E | Question # 4 Answer: C | Question # 5 Answer: D,E |

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