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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. If you want to disable the ability to delete activities for all users, what action should you perform?

A) Remove the "delete activities" role from all the users who have this role.
B) Remove the "delete activities" privilege from all the roles for users who have this access.
C) Remove the users of the roles who have the "delete activities" access.
D) Remove the "delete activities" button from all pages used by the users who have this access.

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

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

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

4. Your customer has informed you about a possible errorin the screen pop-up when receiving a call. The problem is that the edit contact screen pop is shown whenever a call is received but most of the time the calls are regarding open Service Requests. As a result, agents have to navigate to that page, losingtime and being ineffective.
What is causing the problem?

A) A configuration in the pages tab of the screen pop is missing, the URL to the page to be displayed has not been provisioned. The URL is empty so the system shows the contact edit page.
B) Rules do not follow an order. When a call is received, the "edit contact" screen pop appears because it is the default rule that has been selected, regardless of the service request number or other tokens received.
C) Screen pops are not configurable. When a call arrives, the system automatically opens the page of the object in question, these cases being the contact page.
D) Rules follow a priority order. When the system finds a contact token it automatically opens the "edit contact" page, because that rule has been configured before the Service request rule, regardless if a service Request token is alsoavailable.

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

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

Solutions: