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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?

A) Languages
B) Themes
C) Object triggers
D) UI components
E) Pages
F) Templates
G) Object workflows
H) Business objects

2. Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

A) Categories determine the steps an agent must follow to close the service request.
B) Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.
C) The hierarchical structure of the categories helps to improve the service request classification.
D) Filter the selection of the product related to the service request, when filtering by a particular category.
E) Categories facilitate the assignment of an agent to the service request.

3. 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 can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
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 download large volumes of SR data from theAnalytics interface.
D) You must retrieve large volumes of data through a REST API endpoint.

4. Your client has noticed that inbound emails from customers are not creating or updatingservice requests.
Which step should they perform to automate it?

A) Adjust permissions on all customer's profiles.
B) Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
C) Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
D) Adjust the inbound message filters.

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

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

Solutions: