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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Digital Customer Service application configuration settings in json.cfg include which four options?

A) Knowledge management article links
B) Default timezone
C) Default chat channel preferences
D) Knowledge management language locales
E) Service request links
F) Default communication preferences
G) Product and category filtering
H) Default notification preferences

2. 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) In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.
C) Select the Manage Capacities task.
D) Modify the default values in the Capacity fields for the channels.

3. 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 profile CSO_ENABLE_CATEGORY_FILTER is set to N.
B) The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
C) The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
D) The batch job for recommendations has not been executed.
E) The profile CSO_ENABLE_SVC_KMHOME is set to Y.

4. Your customer has the following requirement: when filtering service requests an agent wants to see by default all those service requests that are "New", whose channel type is "Web", and are assigned to them.
Which five activities should be completed by an agent on the SR list page in order to create an appropriate personalized service request search filter?

A) Click the Show Advanced Search icon.
B) Change the section identified with Status = New
C) In Advanced Search, confirm Record Set = Assigned to Me.
D) In Advanced Search, select Action > Update.
E) In Advanced Search, save and select the "Set as Default" box.
F) In Advanced Search, Add Channel Type = Web.

5. 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 available internally to agents as part of the Service Request Knowledge Panel.
B) Make them available externally to customers via My Digital Customer Service (DCS).
C) Make them availableto employees and agents via My Knowledge.
D) Make them available to external users by giving them access to the internal "My Knowledge" page.
E) Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.

Solutions: