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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Whichoption allows the customer to address the problem, so that all users can get articles in their native language?

A) Enable new locales for the languages to be used and provision designated users to translate the articles.
B) Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
C) Modify the original base locales of the articles to match the target language.
D) Deploy the Auto-Translate option on existing articles andturn on the "auto-Translate new articles" feature.

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

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

3. Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasonsfor this behavior?

A) You have not enabled the Computer Telephony Integration (CTI) service.
B) The only toolbar enabled is the default one, and you must configure at least two.
C) You entered a toolbar height that is not more than 70 pixels.
D) You did not enable the vertical toolbar which is required, while the horizontal is optional.
E) The signed-in user does not have the appropriate access privileges to a toolbar.

4. Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?

A) Lock the Profile Option for editing.
B) Unlock and publish the new selected profilevalue.
C) Modify the Profile Value and save.
D) Select View > Detach.
E) Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
F) Navigate to Setup andMaintenance > Service > Service Request > Manage Service Request Profile Options.

5. A service agent can create tasks from different system areas.
Identify three modules where a service agent can create and associate tasks.

A) Notes
B) Social network
C) Sales opportunities
D) Service requests
E) Contacts

Solutions: