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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your customer wants to have a vertical MediaToolbar instead of the Horizontal one.
Which statement is true?

A) TheVertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
B) The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
C) The only Vertical Toolbar that you can enable is the Notifications Toolbar.
D) You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.

2. Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

A) The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
B) Users have not been given the "Knowledge Analyst" role.
C) The Base Locale for the articles has not been enabled in the correct language.
D) The User Group selected for authoring articles has been set to 'External".

3. You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which threeoptions achieve your customer's requirement?

A) Make them availableto employees and agents via My Knowledge.
B) Make them available to external users by giving them access to the internal "My Knowledge" page.
C) Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
D) Make them available externally to customers via My Digital Customer Service (DCS).
E) Make them available internally to agents as part of the Service Request Knowledge Panel.

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

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

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

Solutions: