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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

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

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

2. What three things should you do once you have established a global default coverage?

A) Use Application Composer to configure warning emails about milestone compliance events.
B) Use Application Composer to include milestones on the Service Request Layout if desired.
C) Createan ESS job to Monitor Service Request Milestones.
D) Create an ESS job to Aggregate Service Requests.

3. You need to extract all service Request (SR) data from your Engagement Cloud site fromthe last 12 months.
Identify two valid approaches to get this large volume of data.

A) You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
B) You must retrieve large volumes of data through a REST API endpoint.
C) You can download large volumes of SR data from theAnalytics interface.
D) You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.

4. You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action inconfiguring "My Knowledge"?

A) Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
B) Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.
C) Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
D) Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
E) Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to
"Yes".
F) Use the task "ManageService Request knowledge Profile Options", search for the
"SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to
"Yes".

5. When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

A) 3,2,4,1
B) 2,4,3,1
C) 1,2,3,4
D) 1,3,2,4

Solutions: