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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Select three correct limits and restrictions when importing data from a file.

A) Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
B) By default, the import starts immediately after itis activated.
C) Both create and update operations are available for imported records.
D) If the valuesin the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
E) The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.

2. In which three situations can default coverage be applied?

A) for a specific SR category
B) globally, to all service requests that do not have any other coverage
C) to a specific customer account
D) for a specific period of time
E) for a specificSR status

3. Which option describes the automated page presentation for incoming calls?

A) a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
B) a feature that displays a detailed caller profile based on your customer's country when you answer your phone
C) a feature that displays a caller-appropriate application page based on your customer's native language when you answeryour phone
D) a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone

4. You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action inconfiguring "My Knowledge"?

A) Use the task "ManageService Request knowledge Profile Options", search for the
"SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to
"Yes".
B) Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
C) Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
D) Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
E) Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to
"Yes".
F) Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".

5. You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A) A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browserpage or not.
B) A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.
C) Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
D) There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.

Solutions: