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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Which two statements are true regarding the Audit History tab of a Service Request?

A) It is enabled by default.
B) It is exportable to Excel.
C) It is available only toauthorized administrators.
D) It allows users to save searches for later reuse.
E) It is searchable by date range, username, event type, event severity, and event duration.

2. Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasonsfor this behavior?

A) You entered a toolbar height that is not more than 70 pixels.
B) The only toolbar enabled is the default one, and you must configure at least two.
C) You did not enable the vertical toolbar which is required, while the horizontal is optional.
D) The signed-in user does not have the appropriate access privileges to a toolbar.
E) You have not enabled the Computer Telephony Integration (CTI) service.

3. Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A) In Advanced Search, confirm Record Set = Assigned to Me.
B) In Advanced Search, save and select the "Set as Default" box.
C) Change the section identified with Status = New
D) Click the Show Advanced Search icon.
E) In Advanced Search, select Action > Update.
F) In Advanced Search, Add Channel Type = Web.

4. You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is somestandard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {#
#SR0000003056# #}"
Which statement is true?

A) You have to edit the e-mail template and add HTML code to customize the standard text section.
B) You can completely eliminate the standard text appended by editing the message:
SVC_EMAIL_ACK_FOR_KNOWN_CUST.
C) You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
D) You can eliminate part of the standard message, butcannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

5. 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 escalate a service request.
C) They can all be modified.
D) They allow a user to forward a service request.
E) They allow a user to copy a service request.
F) They have default values.

Solutions: