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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Which four statements are correct about hotkeys for Action Commands?

A) They can be assigned to a custom action script.
B) They allow a user to forward a service request.
C) They allow a user to copy a service request.
D) They have default values.
E) They can all be modified.
F) They allow a user to escalate a service request.

2. What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

A) Configure products groups and product items in Engagement Cloud.
B) Add product ID(s) to the database component.
C) Add the Product object to your DCS application.
D) Add images as the productimage will not be pulled from Engagement Cloud.

3. Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Whichoption allows the customer to address the problem, so that all users can get articles in their native language?

A) Deploy the Auto-Translate option on existing articles andturn on the "auto-Translate new articles" feature.
B) Enable new locales for the languages to be used and provision designated users to translate the articles.
C) Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
D) Modify the original base locales of the articles to match the target language.

4. Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

A) Configure an analytics report showing milestones in warning status.
B) Create standard text to be posted to the message thread.
C) Configure the email template to be used for notification.
D) Specify the warning threshold for the milestone in the standard coverages.
E) Add an extension column to the milestone object to hold the warning threshold value.
F) Configure an object workflow action to send the email when the milestone status changes to warning.

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

Solutions: