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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Oracle Engagement Cloud provides tools to add or modify which six types of entities?

A) Reports
B) Objects
C) Exports
D) Fields
E) Roles and privileges
F) Themes
G) Icons
H) Object workflow

2. Which two actions can you takewhen using Application Composer to create a new Trouble Ticket object?

A) You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
B) You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
C) You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5
D) You can create a trigger on the Trouble Ticket object usingthe Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.

3. Yourcustomer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

A) Select Create Category > Create Top-Level Category.
B) Select Service Catalog in Functional Areas.
C) Complete Category Name.
D) Check the Active flag.
E) Select Create Category > Create Child Category.
F) Select Status = "Active".
G) Select the task Manage Service Request Categories.

4. Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

A) The Starts When criteria of the milestones is not True.
B) The scheduledprocess has not been set up.
C) Entitlement rules are not valid for the service request.
D) No default coverages are set up.

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

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

Solutions: