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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Digital Customer Service application configuration settings in json.cfg include which four options?

A) Default communication preferences
B) Product and category filtering
C) Default notification preferences
D) Default timezone
E) Default chat channel preferences
F) Knowledge management language locales
G) Knowledge management article links
H) Service request links

2. 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 environment was not provisioned correctly and the service module is missing.
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 team members don't have the Email Administrator Role provisioned.

3. Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.

A) It requires the use of a sandbox to modify the fieldsassociated with standard and custom objects.
B) It allows edits to dashboard pages.
C) It requires proper permissions to use the tools and additional permissions to edit the desired object.
D) In includes a preview option for all standard and custom object pages.

4. What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

A) Chat with an Agent about a ServiceRequest.
B) Add a message to a Service Request.
C) Delete a Service Request.
D) Create a Service Request.
E) View and edit attachments to a Service Request.

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) Select the Manage Capacities task.
D) In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.

Solutions: