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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A) Change the section identified with Status = New
B) In Advanced Search, Add Channel Type = Web.
C) In Advanced Search, save and select the "Set as Default" box.
D) In Advanced Search, select Action > Update.
E) Click the Show Advanced Search icon.
F) In Advanced Search, confirm Record Set = Assigned to Me.

2. You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is somestandard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {#
#SR0000003056# #}"
Which statement is true?

A) You can completely eliminate the standard text appended by editing the message:
SVC_EMAIL_ACK_FOR_KNOWN_CUST.
B) You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
C) You can eliminate part of the standard message, butcannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
D) You have to edit the e-mail template and add HTML code to customize the standard text section.

3. Which four statements are correct about hotkeys for Action Commands?

A) They allow a user to copy a service request.
B) They have default values.
C) They allow a user to forward a service request.
D) They allow a user to escalate a service request.
E) They can be assigned to a custom action script.
F) They can all be modified.

4. You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?

A) Setup and maintenance >Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
B) Setup and maintenance > Sales >Service Request > Manage Oracle Social Network Objects
C) Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
D) Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service

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

Solutions: