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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

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

2. You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queuefor these service requests?

A) The service request assignment will be unpredictable.
B) An error will occur; no queue is assigned to the service request.
C) The queue defined in the first evaluated rule is always assigned to the service request.
D) The queue defined by default is the one assigned to the servicerequest.

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

4. Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

A) The User Group selected for authoring articles has been set to 'External".
B) The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
C) The Base Locale for the articles has not been enabled in the correct language.
D) Users have not been given the "Knowledge Analyst" role.

5. What three things should you do once you have established a global default coverage?

A) Use Application Composer to configure warning emails about milestone compliance events.
B) Createan ESS job to Monitor Service Request Milestones.
C) Use Application Composer to include milestones on the Service Request Layout if desired.
D) Create an ESS job to Aggregate Service Requests.

Solutions: