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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?

A) Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
B) Choose all optional result columns.
C) Do not choose any optional criteria columns.
D) Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by
7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates

2. Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

A) Specify the warning threshold for the milestone in the standard coverages.
B) Configure an analytics report showing milestones in warning status.
C) Create standard text to be posted to the message thread.
D) Configure the email template to be used for notification.
E) Configure an object workflow action to send the email when the milestone status changes to warning.
F) Add an extension column to the milestone object to hold the warning threshold value.

3. Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

A) There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
B) Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.
C) Users that want to see immediate updates to articlesmust have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.
D) Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articlesare updated.

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

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

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

Solutions: