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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Which two are required to publish a completed Digital Customer Service (DCS) application?

A) moving the application to Staging and subsequently to Production status
B) system administrator approval
C) a single "publish" action to complete the task
D) nothing (DCS applications are always available to all users.)

2. You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure userself-registration in your DCS application?

A) Configure your self-registrations so that they are automatically approved.
B) Enable the self-registration steps in the"Manage Digital Customer Service Registration Profile Options" task.
C) Disable the anonymous access option in your DCS application.
D) Configure the self-registrations to restrict registration to only existing Contacts.

3. Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4to 2.
Which two steps do you have to follow to limit the channel capacity as required?

A) Select the Manage Capacities task.
B) In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.
C) In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
D) Modify the default values in the Capacity fields for the channels.

4. What three things should you do once you have established a global default coverage?

A) Use Application Composer to configure warning emails about milestone compliance events.
B) Create an ESS job to Aggregate Service Requests.
C) Createan ESS job to Monitor Service Request Milestones.
D) Use Application Composer to include milestones on the Service Request Layout if desired.

5. Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasonsfor this behavior?

A) You entered a toolbar height that is not more than 70 pixels.
B) You have not enabled the Computer Telephony Integration (CTI) service.
C) You did not enable the vertical toolbar which is required, while the horizontal is optional.
D) The signed-in user does not have the appropriate access privileges to a toolbar.
E) The only toolbar enabled is the default one, and you must configure at least two.

Solutions:

Question # 1 Answer: A,D

Question # 2 Answer: A,C,D

Question # 3 Answer: C,D

Question # 4 Answer: B,C,D

Question # 5 Answer: B,C