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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your Engagement Cloud site has had the knowledge function enabled. Your internal users want to author articles. Unfortunately, they cannot find the option to create new articles.
What option could cause this problem?

A) The "Show article snippet in search and recommend" option has not been selected in the task "Manage Administrator Profile Values".
B) The Base Locale for the articles has not been enabled in the correct language.
C) The User Group selected for authoring articles has been set to 'External".
D) Users have not been given the "Knowledge Analyst" role.

2. Oracle Engagement Cloud provides tools to add or modify which six types of entities?

A) Reports
B) Fields
C) Exports
D) Object workflow
E) Icons
F) Roles and privileges
G) Themes
H) Objects

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

4. Which option describes the automated page presentation for incoming calls?

A) a feature that displays a detailed caller profile based on a customizable set of parameters defined for your customer when you answer your phone
B) a feature that displays a caller-appropriate application page based on a set of navigation rules defined for your customer when you answer your phone
C) a feature that displays a detailed caller profile based on your customer's country when you answer your phone
D) a feature that displays a caller-appropriate application page based on your customer's native language when you answeryour phone

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

Solutions: