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 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.
C) 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.
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. Your customer is asking for amodification of Lookup Types in Service Request.
You navigate to Setup and Maintenance > Service > Service Request, and click to display all tasks.
Which four lookups can be modified from this task list?

A) Manage Service Request Products
B) Manage Service Request Severities
C) Manage Service Request Resolutions
D) Manage Service Request Queue
E) Manage Service Request Status Values
F) Manage Service Request Categories

3. In which three situations can default coverage be applied?

A) for a specific SR category
B) for a specific period of time
C) to a specific customer account
D) globally, to all service requests that do not have any other coverage
E) for a specificSR status

4. Because of capacity issues in your Call Center, you have been asked to modify the number of simultaneous chats that an agent can be assigned from 4to 2.
Which two steps do you have to follow to limit the channel capacity as required?

A) In the Qualifying Status Values window, select a status from the No Effect on Workload list and move it to the Adds to Workload list.
B) Modify the default values in the Capacity fields for the channels.
C) Select the Manage Capacities task.
D) In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.

5. Your customer wants to have a vertical MediaToolbar instead of the Horizontal one.
Which statement is true?

A) You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
B) The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.
C) TheVertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
D) The only Vertical Toolbar that you can enable is the Notifications Toolbar.

Solutions: