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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

A) You must make the changes using the Page Composer tool.
B) You can modify the workflow to update field values within the SR object.
C) You can send an e-mail notification to specified recipients.
D) You can generate tasks for the SR object from the workflow.
E) You will be required to code any new workflow actions in Groovy.
F) You can define the workflow to run when certain fields of the SRobject are changed.

2. What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

A) Add the Product object to your DCS application.
B) Configure products groups and product items in Engagement Cloud.
C) Add images as the productimage will not be pulled from Engagement Cloud.
D) Add product ID(s) to the database component.

3. Which two options are true about role synchronization for Digital Customer Service (DCS)?

A) also synchronizes userIDs and passwords between DCS and Engagement Cloud
B) is required for every DCS instance
C) is real time
D) enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

4. 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) Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
C) 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.
D) 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.

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: