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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not beingreceived.
What is the problem?

A) An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
B) The configured frequency to retrieve emails is too long.
C) Incoming messages have a custom filter.
D) Incorrect configuration of the inbound profile option:
SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.

2. Identify three considerations before starting the configuration of assignment rules to service requests.

A) the candidates of service requests to use as criteria for your rule assignments
B) the attributes of service requests to use as criteria for your rule assignments
C) the rule sets you want to create and the rules to include in each rule set
D) the attributes of queues to use as criteria for your rule assignments
E) the candidates of queues to use as criteria for your rule assignments

3. If you did not use the Reference Implementationtemplate for your Digital Customer Service (DCS) application, you will _________.

A) be required to create all of your own components for the display of Engagement Cloud objects
B) not be able to preview your application before you publish it
C) have to contact Oracle Support for the permission to deploy your custom DCS application
D) be required tomap roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role

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

5. You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which threeoptions achieve your customer's requirement?

A) Make them availableto employees and agents via My Knowledge.
B) Make them available internally to agents as part of the Service Request Knowledge Panel.
C) Make them available to external users by giving them access to the internal "My Knowledge" page.
D) Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
E) Make them available externally to customers via My Digital Customer Service (DCS).

Solutions: