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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your client has noticed that inbound emails from customers are not creating or updatingservice requests.
Which step should they perform to automate it?

A) Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
B) Adjust the inbound message filters.
C) Adjust permissions on all customer's profiles.
D) Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.

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

3. You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?

A) The environment was not provisioned correctly and the service module is missing.
B) There are no specific e-mail tasks available.
C) The team members don't have the Email Administrator Role provisioned.
D) Theteam members have not established the e-mail feature on the Offerings page.

4. Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A) Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.
B) Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
C) 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.
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.

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

Solutions: