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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

A) Chat with an Agent about a ServiceRequest.
B) View and edit attachments to a Service Request.
C) Create a Service Request.
D) Add a message to a Service Request.
E) Delete a Service Request.

2. Your customer has noticed thatemails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?

A) an inbound message filter per time schedule
B) an inbound message filter per sender
C) a configured profile option to schedule the retrieval of emails
D) a configured job to process inbound emails

3. Your customer has informed you about a possible errorin the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losingtime and being ineffective.
What is causing the problem?

A) Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is alsoavailable.
B) Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
C) Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
D) A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.

4. Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

A) Configure the email template to be used for notification.
B) Configure an object workflow action to send the email when the milestone status changes to warning.
C) Create standard text to be posted to the message thread.
D) Specify the warning threshold for the milestone in the standard coverages.
E) Add an extension column to the milestone object to hold the warning threshold value.
F) Configure an analytics report showing milestones in warning status.

5. Which two options are true about reporting on milestones?

A) Administrator-defined milestone data is not included in Analytics.
B) Milestone reporting is performed via the CRM Service Request Real-Time subject area.
C) No standard reports onmilestones are provided.
D) An as-delivered SLA Infolet shows near-overdue and overdue milestones.

Solutions: