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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

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

A) Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
B) 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.
C) 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.
D) 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.
E) Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.

2. If you did not use the Reference Implementationtemplate for your Digital Customer Service (DCS) application, you will _________.

A) be required to create all of your own components for the display of Engagement Cloud objects
B) have to contact Oracle Support for the permission to deploy your custom DCS application
C) be required tomap roles so that the Visual Builder Cloud Service role matches the Engagement Cloud role
D) not be able to preview your application before you publish it

3. Which four actions does the REST API for Service Requests (SRs) allow?

A) Delete SR by SR title
B) Update SR milestone
C) Create SR
D) Delete SR by SR number
E) Update SR assignee

4. You are creating orediting a SmartText entry. Which four options can you insert into the entry?

A) Images
B) URLs
C) Text
D) Tables
E) Other SmartText entries
F) Variables

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

Solutions: