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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?

A) Time Period
B) Available
C) Start/Stop
D) Interval
E) Duration

2. Oracle Engagement Cloud provides tools to add or modify which six types of entities?

A) Reports
B) Fields
C) Roles and privileges
D) Exports
E) Icons
F) Object workflow
G) Themes
H) Objects

3. Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

A) Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
B) Milestones are customizable by an administrator to include any number of organization-specific milestone types.
C) Milestones are commitments to handle SRs within certain timelines.
D) Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and
'Resolution'.
E) Milestones are actions on a service request (SR) that must be completed by a specific time.

4. You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

A) You can send an e-mail notification to specified recipients.
B) You can modify the workflow to update field values within the SR object.
C) You will be required to code any new workflow actions in Groovy.
D) You can generate tasks for the SR object from the workflow.
E) You must make the changes using the Page Composer tool.
F) You can define the workflow to run when certain fields of the SRobject are changed.

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

Solutions: