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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A) Shared Acrossthe Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
B) Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.
C) Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.
D) Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
E) In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.

2. 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 Categories, search for the "Accounts" Category and expand it, select the "Silver Accounts" child 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 Childcategories, search for the "Accounts" category and deselect the "Active" Column.

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

4. What is the main function of the Data Security Policies?

A) defines the data a particular user can see and/or modify
B) defines the views or functionalities the user can access
C) defines the actions a particular user can do
D) defines the privileges and roles a particular user can have
E) defines the views the application can access

5. Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4to 2.
Which two steps do you have to follow to limit the channel capacity as required?

A) Modify the default values in the Capacity fields for the channels.
B) In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
C) In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.
D) Select the Manage Capacities task.

Solutions: