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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

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

2. 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) Createan ESS job to Monitor Service Request Milestones.
C) Use Application Composer to include milestones on the Service Request Layout if desired.
D) Create an ESS job to Aggregate Service Requests.

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

4. Which four statements are correct about hotkeys for Action Commands?

A) They allow a user to escalate a service request.
B) They allow a user to copy a service request.
C) They can be assigned to a custom action script.
D) They can all be modified.
E) They have default values.
F) They allow a user to forward a service request.

5. 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 > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
B) 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".
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 > Selectthe Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"

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