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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a newcatalog.
What are two advantages of creating a new service catalog instead of using an existing one?

A) allows you to use the same product hierarchy as sales
B) requires less work and effort
C) allows use of a simpler hierarchy
D) allows the display of a product hierarchy specifically for service purposes

2. You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queuefor these service requests?

A) The queue defined by default is the one assigned to the servicerequest.
B) An error will occur; no queue is assigned to the service request.
C) The service request assignment will be unpredictable.
D) The queue defined in the first evaluated rule is always assigned to the service request.

3. Given the entitlement rules below, if ahigh-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
* Condition Column Severity = High
* Calendar = 9AM to 5 PM, Monday - Friday, US EST
* Resolution Metric = 2880
* Resolution Warning Threshold 120
* First Response Metric= 360
* First Response Warning Threshold

A) If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
B) First Response is due on Friday, 12 noon EST.
C) Resolution is due on Saturday, 2 PM EST.
D) If the SR is not resolved,Resolution warning will occur on Monday, 12 noon EST.

4. Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?

A) Do not choose any optional criteria columns.
B) Choose all optional result columns.
C) Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by
7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
D) Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.

5. Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

A) It is configured exclusively via the Engagement Cloud Security Console.
B) It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
C) It does not require matching passwords between Engagement Cloud and DCS.
D) It enablesanonymous users to search the DCS knowledge base.

Solutions: