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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not beingreceived.
What is the problem?

A) Incoming messages have a custom filter.
B) Incorrect configuration of the inbound profile option:
SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
C) An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
D) The configured frequency to retrieve emails is too long.

2. Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4to 2.
Which two steps do you have to follow to limit the channel capacity as required?

A) Select the Manage Capacities task.
B) In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.
C) In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
D) Modify the default values in the Capacity fields for the channels.

3. Identify three considerations before starting the configuration of assignment rules to service requests.

A) the rule sets you want to create and the rules to include in each rule set
B) the attributes of service requests to use as criteria for your rule assignments
C) the candidates of service requests to use as criteria for your rule assignments
D) the attributes of queues to use as criteria for your rule assignments
E) the candidates of queues to use as criteria for your rule assignments

4. Which two options are true about reporting on milestones?

A) An as-delivered SLA Infolet shows near-overdue and overdue milestones.
B) Milestone reporting is performed via the CRM Service Request Real-Time subject area.
C) No standard reports onmilestones are provided.
D) Administrator-defined milestone data is not included in Analytics.

5. Which two are true characteristics about the lifecycle of a service request?

A) If required, users can manually set the "Closed" status for a service request.
B) Users can reopen a service request when the status is set to "Closed".
C) Users can reopen a service request when the status is set to "Resolved".
D) "Closed" status is set by an automaticjob after a specified number of days.
E) "Customer working" is one of the five seeded status types.

Solutions: