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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your customer noticed that all incoming messages containing MIME attachments that are either text or HTML are not beingreceived.
What is the problem?

A) Incoming messages have a custom filter.
B) An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.
C) Incorrect configuration of the inbound profile option:
SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
D) The configured frequency to retrieve emails is too long.

2. One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

A) Create several personalized searches and create them to each other.
B) Add fields from the advanced search functionality.
C) Create a new search through the application composer.
D) Grant the agent Administrator permissions to addnew search filters.

3. Which two are required to publish a completed Digital Customer Service (DCS) application?

A) moving the application to Staging and subsequently to Production status
B) a single "publish" action to complete the task
C) system administrator approval
D) nothing (DCS applications are always available to all users.)

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

5. You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?

A) The team members don't have the Email Administrator Role provisioned.
B) Theteam members have not established the e-mail feature on the Offerings page.
C) The environment was not provisioned correctly and the service module is missing.
D) There are no specific e-mail tasks available.

Solutions: