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Oracle B2B Service 2021 Implementation Essentials Sample Questions:
1. Which two options are true about role synchronization for Digital Customer Service (DCS)?
A) also synchronizes userIDs and passwords between DCS and Engagement Cloud
B) is real time
C) enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
D) is required for every DCS instance
2. You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which threeoptions achieve your customer's requirement?
A) Make them availableto employees and agents via My Knowledge.
B) Make them available to external users by giving them access to the internal "My Knowledge" page.
C) Make them available externally to customers via My Digital Customer Service (DCS).
D) Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
E) Make them available internally to agents as part of the Service Request Knowledge Panel.
3. Immediately after your production deployment of Engagement Cloud your users report that the media toolbar is not being displayed.
Which are two reasonsfor this behavior?
A) You have not enabled the Computer Telephony Integration (CTI) service.
B) The signed-in user does not have the appropriate access privileges to a toolbar.
C) You entered a toolbar height that is not more than 70 pixels.
D) You did not enable the vertical toolbar which is required, while the horizontal is optional.
E) The only toolbar enabled is the default one, and you must configure at least two.
4. Yourcustomer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?
A) Select Status = "Active".
B) Select Create Category > Create Top-Level Category.
C) Select Create Category > Create Child Category.
D) Complete Category Name.
E) Check the Active flag.
F) Select Service Catalog in Functional Areas.
G) Select the task Manage Service Request Categories.
5. 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 available only toauthorized administrators.
C) It allows users to save searches for later reuse.
D) It is exportable to Excel.
E) It is enabled by default.
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: A,C,D | Question # 3 Answer: A,D | Question # 4 Answer: A,B,C,G | Question # 5 Answer: C,E |



