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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

A) 1,2,3,4
B) 3,2,4,1
C) 1,3,2,4
D) 2,4,3,1

2. Your customer wants to have a vertical MediaToolbar instead of the Horizontal one.
Which statement is true?

A) The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
B) The only Vertical Toolbar that you can enable is the Notifications Toolbar.
C) TheVertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
D) You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.

3. Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

A) It requires the use of a sandbox to modify the fieldsassociated with standard and custom objects.
B) It requires proper permissions to use the tools and additional permissions to edit the desired object.
C) In includes a preview option for all standard and custom object pages.
D) It allows edits to dashboard pages.

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

5. Which two options are true about reporting on milestones?

A) Administrator-defined milestone data is not included in Analytics.
B) An as-delivered SLA Infolet shows near-overdue and overdue milestones.
C) No standard reports onmilestones are provided.
D) Milestone reporting is performed via the CRM Service Request Real-Time subject area.

Solutions: