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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

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

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

2. Which two statements are true regarding the Audit History tab of a Service Request?

A) It is searchable by date range, username, event type, event severity, and event duration.
B) It is exportable to Excel.
C) It is enabled by default.
D) It is available only toauthorized administrators.
E) It allows users to save searches for later reuse.

3. Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?

A) The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
B) The batch job for recommendations has not been executed.
C) The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
D) The profile CSO_ENABLE_SVC_KMHOME is set to Y.
E) The profile CSO_ENABLE_CATEGORY_FILTER is set to N.

4. 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 User Group selected for authoring articles has been set to 'External".
D) The Base Locale for the articles has not been enabled in the correct language.

5. Given the entitlement rules below, if ahigh-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
* Condition Column Severity = High
* Calendar = 9AM to 5 PM, Monday - Friday, US EST
* Resolution Metric = 2880
* Resolution Warning Threshold 120
* First Response Metric= 360
* First Response Warning Threshold

A) Resolution is due on Saturday, 2 PM EST.
B) If the SR is not resolved,Resolution warning will occur on Monday, 12 noon EST.
C) First Response is due on Friday, 12 noon EST.
D) If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.

Solutions: