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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

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

2. Which three statements are true?

A) Like other Oracle Cloud Applications, Engagement Cloud provides REST APIs to integrate with other services.
B) Oracle Engagement Cloud shares a common customization toolset including Sandboxes, Application Composer, Page Composer and Groovy scripting, with Oracle Sales Cloud and other Oracle Cloud Applications.
C) Oracle Engagement Cloud shares a common data model with Oracle Sales Cloud and other Oracle Cloud Applications.
D) Like other Oracle Cloud Applications, Engagement Cloud provides SOAP APIs to integrate with other services.

3. 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) Users have not been given the "Knowledge Analyst" role.
C) The Base Locale for the articles has not been enabled in the correct language.
D) The User Group selected for authoring articles has been set to 'External".

4. What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

A) Add product ID(s) to the database component.
B) Configure products groups and product items in Engagement Cloud.
C) Add the Product object to your DCS application.
D) Add images as the productimage will not be pulled from Engagement Cloud.

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

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

Solutions: