Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

A) Milestones are actions on a service request (SR) that must be completed by a specific time.
B) Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and
'Resolution'.
C) Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
D) Milestones are commitments to handle SRs within certain timelines.
E) Milestones are customizable by an administrator to include any number of organization-specific milestone types.

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

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

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

4. Your customer has informed you about a possible errorin the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losingtime and being ineffective.
What is causing the problem?

A) Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is alsoavailable.
B) A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
C) Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
D) Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.

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

Solutions: