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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Select the correct procedure to enable the Audit History tab for Service Requests.

A) Sign in to Engagement Cloud as anadministrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
B) Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under
"Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the"Filters" tab, choose an available field, add the desired filter, and add the filter to the
"Active Filters" list.Save the configuration.
C) Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top ofthe page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
D) Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.

2. To create anew Survey object, you create a sandbox and set it as active.
Which two statements are correct while creating your Survey object in Application Composer?

A) You can set a second sandbox as Activeat the same time in order to begin working on another new object.
B) Multiple users cannot use your sandbox at the same time.
C) Your changes won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.
D) Your changes are isolated and do not impact other users' configuration environments or the production environment.

3. Milestones are not getting applied to service requests in the customer environment.
Identify three causes.

A) The scheduledprocess has not been set up.
B) Entitlement rules are not valid for the service request.
C) The Starts When criteria of the milestones is not True.
D) No default coverages are set up.

4. Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Whichoption allows the customer to address the problem, so that all users can get articles in their native language?

A) Modify the original base locales of the articles to match the target language.
B) Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
C) Deploy the Auto-Translate option on existing articles andturn on the "auto-Translate new articles" feature.
D) Enable new locales for the languages to be used and provision designated users to translate the articles.

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

Solutions: