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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A) Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
B) A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browserpage or not.
C) There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.
D) A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.

2. Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?

A) Lock the Profile Option for editing.
B) Modify the Profile Value and save.
C) Navigate to Setup andMaintenance > Service > Service Request > Manage Service Request Profile Options.
D) Select the profile SVC_SR_DEFAULT_SEVERITY_CD.
E) Select View > Detach.
F) Unlock and publish the new selected profilevalue.

3. What is the main function of the Data Security Policies?

A) defines the data a particular user can see and/or modify
B) defines the views the application can access
C) defines the views or functionalities the user can access
D) defines the actions a particular user can do
E) defines the privileges and roles a particular user can have

4. Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

A) It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
B) It is configured exclusively via the Engagement Cloud Security Console.
C) It does not require matching passwords between Engagement Cloud and DCS.
D) It enablesanonymous users to search the DCS knowledge base.

5. You have been asked to manage the availability of Knowledge articles. The requirement is that agents, internal users, and external users should all have a way of accessing the articles.
Which threeoptions achieve your customer's requirement?

A) Make them available for users with the "Knowledge Analyst" and "Knowledge Manager" roles only.
B) Make them available externally to customers via My Digital Customer Service (DCS).
C) Make them availableto employees and agents via My Knowledge.
D) Make them available internally to agents as part of the Service Request Knowledge Panel.
E) Make them available to external users by giving them access to the internal "My Knowledge" page.

Solutions: