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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your customer has noticed thatemails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?

A) a configured profile option to schedule the retrieval of emails
B) an inbound message filter per sender
C) an inbound message filter per time schedule
D) a configured job to process inbound emails

2. Given the entitlement rules below, if ahigh-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
* Condition Column Severity = High
* Calendar = 9AM to 5 PM, Monday - Friday, US EST
* Resolution Metric = 2880
* Resolution Warning Threshold 120
* First Response Metric= 360
* First Response Warning Threshold

A) Resolution is due on Saturday, 2 PM EST.
B) If the SR is not resolved,Resolution warning will occur on Monday, 12 noon EST.
C) If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
D) First Response is due on Friday, 12 noon EST.

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

4. Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

A) The User Group selected for authoring articles has been set to 'External".
B) The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
C) The Base Locale for the articles has not been enabled in the correct language.
D) Users have not been given the "Knowledge Analyst" role.

5. Yourcustomer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

A) Select Create Category > Create Top-Level Category.
B) Check the Active flag.
C) Select the task Manage Service Request Categories.
D) Complete Category Name.
E) Select Service Catalog in Functional Areas.
F) Select Status = "Active".
G) Select Create Category > Create Child Category.

Solutions: