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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Which option describes the automated page presentation for incoming calls?

A) a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
B) a feature that displays a detailed caller profile based on your customer's country when you answer your phone
C) a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
D) a feature that displays a caller-appropriate application page based on your customer's native language when you answeryour phone

2. Which three statements are true about building Digital Customer Service (DCS)applications?

A) DCS includes a "reference implementation template" that illustrates recommended implementation practices.
B) Only one version of a DCS application can be active in production at any time.
C) Many DCS applications can be active in production at the same time.
D) DCS application can be embedded in other sites.

3. Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A) Shared Acrossthe Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
B) Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.
C) Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
D) In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
E) Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.

4. You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action inconfiguring "My Knowledge"?

A) Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
B) Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
C) Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
D) Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
E) Use the task "ManageService Request knowledge Profile Options", search for the
"SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to
"Yes".
F) Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to
"Yes".

5. Which two options are true about role synchronization for Digital Customer Service (DCS)?

A) is real time
B) also synchronizes userIDs and passwords between DCS and Engagement Cloud
C) enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
D) is required for every DCS instance

Solutions: