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

2. Your customer has asked to investigate a possible bug in their Engagement Cloud Knowledge Base. Users are authoring and publishing articles but these articles are not visible to other users even though the visibility for every article is set to all users.
What could be causing this behavior?

A) Articles are available to users only after the application updates the knowledge base search index. This happens at regular intervals and there might be some elapsed time before the search index is updated.
B) There is a configuration failure in the publishing task. A user provisioned as "Knowledge Manager" must ensure that the "automatic refresh for articles" option is set to "Yes" from the "Manage Administrator Profile Values" task.
C) Users that want to see immediate updates to articlesmust have the article in their favorites, so that it is identified as a document of interest and the user will be informed that there has been an update published.
D) Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articlesare updated.

3. When creating localized Digital Customer Service applications, in which order would you perform the following steps?
1. Update the English message as needed for your DCS application.
2. Export the English language message bundle.
3. Translate the English message bundle to all desired languages.
4. Import translated message bundles.

A) 3,2,4,1
B) 1,2,3,4
C) 1,3,2,4
D) 2,4,3,1

4. 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) Incoming messages have a custom filter.
C) Incorrect configuration of the inbound profile option:
SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE.
D) An administrator needs to set the profile option SVC_EMAIL_PROCESS_UNKNOWN_CUST to Y and schedule the process.

5. Which two steps are needed to create a new business object in Digital Customer Service?

A) Assign the new business object to a new component.
B) Assign the new business object to a page.
C) Assign object access roles to an administrative user.
D) Map a Visual Builder Cloud Service business object to the object API.

Solutions: