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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

A) 1,3,2,4
B) 3,2,4,1
C) 2,4,3,1
D) 1,2,3,4

2. Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

A) There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
B) Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.
C) Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articlesare updated.
D) Users that want to see immediate updates to articlesmust have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.

3. You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?

A) The team members don't have the Email Administrator Role provisioned.
B) Theteam members have not established the e-mail feature on the Offerings page.
C) There are no specific e-mail tasks available.
D) The environment was not provisioned correctly and the service module is missing.

4. What should you do to enable Password Reset in Digital Customer Service (DCS)?

A) Add the Password Reset component to your DCS application.
B) Enablethe "Password Reset" option in the User Administration component.
C) Obtain the Change Password Link and add it to your DCS page.
D) Instruct users that they can only change their password by chatting with an agent.

5. Given the entitlement rules below, if ahigh-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
* Condition Column Severity = High
* Calendar = 9AM to 5 PM, Monday - Friday, US EST
* Resolution Metric = 2880
* Resolution Warning Threshold 120
* First Response Metric= 360
* First Response Warning Threshold

A) Resolution is due on Saturday, 2 PM EST.
B) First Response is due on Friday, 12 noon EST.
C) If the SR is not resolved,Resolution warning will occur on Monday, 12 noon EST.
D) If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.

Solutions: