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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?

A) Do not choose any optional criteria columns.
B) Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
C) Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by
7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
D) Choose all optional result columns.

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

3. If you want to disable the ability to delete activities for all users, what action should you perform?

A) Remove the users of the roles who have the "delete activities" access.
B) Remove the "delete activities" privilege from all the roles for users who have this access.
C) Remove the "delete activities" button from all pages used by the users who have this access.
D) Remove the "delete activities" role from all the users who have this role.

4. You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?

A) Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
B) Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
C) Setup and maintenance >Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
D) Setup and maintenance > Sales >Service Request > Manage Oracle Social Network Objects

5. You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A) There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
B) A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browserpage or not.
C) Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
D) A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.

Solutions: