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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. 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) Milestone reporting is performed via the CRM Service Request Real-Time subject area.
D) No standard reports onmilestones are provided.

2. You need to extract all service Request (SR) data from your Engagement Cloud site fromthe last 12 months.
Identify two valid approaches to get this large volume of data.

A) You must retrieve large volumes of data through a REST API endpoint.
B) You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
C) You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
D) You can download large volumes of SR data from theAnalytics interface.

3. What is the main function of the Data Security Policies?

A) defines the views the application can access
B) defines the data a particular user can see and/or modify
C) defines the privileges and roles a particular user can have
D) defines the actions a particular user can do
E) defines the views or functionalities the user can access

4. Yourcustomer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

A) Select the task Manage Service Request Categories.
B) Complete Category Name.
C) Select Create Category > Create Child Category.
D) Select Create Category > Create Top-Level Category.
E) Select Service Catalog in Functional Areas.
F) Check the Active flag.
G) Select Status = "Active".

5. Given the entitlement rules below, if ahigh-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
* Condition Column Severity = High
* Calendar = 9AM to 5 PM, Monday - Friday, US EST
* Resolution Metric = 2880
* Resolution Warning Threshold 120
* First Response Metric= 360
* First Response Warning Threshold

A) If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
B) Resolution is due on Saturday, 2 PM EST.
C) If the SR is not resolved,Resolution warning will occur on Monday, 12 noon EST.
D) First Response is due on Friday, 12 noon EST.

Solutions: