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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is somestandard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {#
#SR0000003056# #}"
Which statement is true?

A) You can completely eliminate the standard text appended by editing the message:
SVC_EMAIL_ACK_FOR_KNOWN_CUST.
B) You can eliminate part of the standard message, butcannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
C) You have to edit the e-mail template and add HTML code to customize the standard text section.
D) You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

2. You need to extract all service Request (SR) data from your Engagement Cloud site fromthe last 12 months.
Identify two valid approaches to get this large volume of data.

A) You can download large volumes of SR data from theAnalytics interface.
B) You must retrieve large volumes of data through a REST API endpoint.
C) You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
D) You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.

3. Your client has already established a product catalog of sales products and now wants to include service products to categorize service requests. You suggest the creation of a newcatalog.
What are two advantages of creating a new service catalog instead of using an existing one?

A) allows the display of a product hierarchy specifically for service purposes
B) allows use of a simpler hierarchy
C) requires less work and effort
D) allows you to use the same product hierarchy as sales

4. Which three statements are true about building Digital Customer Service (DCS)applications?

A) DCS includes a "reference implementation template" that illustrates recommended implementation practices.
B) DCS application can be embedded in other sites.
C) Many DCS applications can be active in production at the same time.
D) Only one version of a DCS application can be active in production at any time.

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

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

Solutions: