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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your customer has three service request child categories under the top-level service requestcategory
"Accounts":
* Gold Accounts
* Silver Accounts
* Basic Accounts
You now want to disable the "Silver Accounts" category.
Which option meets the requirement?

A) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Gold Accounts" and "Basic Accounts" child categories and click the "Inactive" button.
B) In Setup and maintenance > Service > Setup > Service Request > manage service Request Childcategories, search for the "Accounts" category and deselect the "Active" Column.
C) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Silver Accounts" Category and expand it, click the "Inactive" button.
D) In Setup and maintenance > Service > Setup > Service Request > Manage Service Request Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child category and deselect the "Active" Column.

2. Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

A) The Starts When criteria of the milestones is not True.
B) The scheduledprocess has not been set up.
C) No default coverages are set up.
D) Entitlement rules are not valid for the service request.

3. If you want to disable the ability to delete activities for all users, what action should you perform?

A) Remove the "delete activities" role from all the users who have this role.
B) Remove the users of the roles who have the "delete activities" access.
C) Remove the "delete activities" button from all pages used by the users who have this access.
D) Remove the "delete activities" privilege from all the roles for users who have this access.

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

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

5. Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A) In Advanced Search, select Action > Update.
B) In Advanced Search, confirm Record Set = Assigned to Me.
C) In Advanced Search, save and select the "Set as Default" box.
D) Change the section identified with Status = New
E) Click the Show Advanced Search icon.
F) In Advanced Search, Add Channel Type = Web.

Solutions: