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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure userself-registration in your DCS application?

A) Enable the self-registration steps in the"Manage Digital Customer Service Registration Profile Options" task.
B) Configure your self-registrations so that they are automatically approved.
C) Configure the self-registrations to restrict registration to only existing Contacts.
D) Disable the anonymous access option in your DCS application.

2. 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 profile CSO_ENABLE_SVC_KMHOME is set to Y.
C) The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
D) The batch job for recommendations has not been executed.
E) The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.

3. Your client has noticed that inbound emails from customers are not creating or updatingservice requests.
Which step should they perform to automate it?

A) Adjust the inbound message filters.
B) Adjust permissions on all customer's profiles.
C) Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.
D) Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.

4. Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A) Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.
B) In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
C) Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
D) Shared Acrossthe Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
E) Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.

5. Which three subobject functions are included in the REST API for Service Requests (SRs)?

A) Update SR reference
B) Update resource manager
C) Delete activity
D) Update resource member
E) Delete message

Solutions: