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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

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

2. Identify three considerations before starting the configuration of assignment rules to service requests.

A) the candidates of queues to use as criteria for your rule assignments
B) the candidates of service requests to use as criteria for your rule assignments
C) the rule sets you want to create and the rules to include in each rule set
D) the attributes of queues to use as criteria for your rule assignments
E) the attributes of service requests to use as criteria for your rule assignments

3. Which four statements are correct about hotkeys for Action Commands?

A) They have default values.
B) They allow a user to escalate a service request.
C) They allow a user to copy a service request.
D) They can be assigned to a custom action script.
E) They allow a user to forward a service request.
F) They can all be modified.

4. You want to configure the workflow for the standard Service Request (SR) object. Which four actions can you do?

A) You can generate tasks for the SR object from the workflow.
B) You can modify the workflow to update field values within the SR object.
C) You can send an e-mail notification to specified recipients.
D) You will be required to code any new workflow actions in Groovy.
E) You can define the workflow to run when certain fields of the SRobject are changed.
F) You must make the changes using the Page Composer tool.

5. You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is somestandard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {#
#SR0000003056# #}"
Which statement is true?

A) You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
B) You can completely eliminate the standard text appended by editing the message:
SVC_EMAIL_ACK_FOR_KNOWN_CUST.
C) You have to edit the e-mail template and add HTML code to customize the standard text section.
D) You can eliminate part of the standard message, butcannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.

Solutions: