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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. What four actions do the as-delivered Service Request components included in a Digital Customer Service (DCS) application enable a DCS user to do?

A) Add a message to a Service Request.
B) Chat with an Agent about a ServiceRequest.
C) Delete a Service Request.
D) View and edit attachments to a Service Request.
E) Create a Service Request.

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

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

3. Identify the sequence of steps you must follow to disable the Service Communication channels.

A) Navigate to Setup and maintenance > Selectthe Service offering > Select setup at the Administration section > Click Change configuration > Select the "Disable" column in "Service entitlements"
B) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect the "Communication Channels" option.
C) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Deselect the "Enable" column in "Communication Channels".
D) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Communication Channels > Deselect the "Communication" option.
E) Navigate to Setup and maintenance > Select the Service offering > Select setup at the Administration section > Click Change configuration > Click the pencil icon in the Features column for Service > Deselect all the options.

4. Which three types of data are included in the interaction associatedwith a normal call flow?

A) Contact name
B) Service Request create date
C) Agent name
D) Channel
E) Start time of the call

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

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

Solutions: