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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. To create a service request, you log in to Engagement Cloud, navigate to service > Service Request and then click "Create Service Request".
Which set of field must be completed to save the service request (assume as-delivered field properties have not been changed)?

A) Title, Status
B) Title, Category, Severity
C) Title, Category, Severity, Status
D) Title, Status, Problem Description
E) Title

2. Your customer wants to have a vertical MediaToolbar instead of the Horizontal one.
Which statement is true?

A) You must set the Vertical Toolbar as the Default, and deactivate all Horizon Toolbars.
B) The only Vertical Toolbar that you can enable is the Notifications Toolbar.
C) TheVertical Toolbar is always required, while the Horizontal Toolbar and notifications are optional.
D) The Horizontal Toolbar is always required, while the Vertical Toolbar and notifications are optional.

3. You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?

A) Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
B) Setup and maintenance >Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
C) Setup and maintenance > Sales >Service Request > Manage Oracle Social Network Objects
D) Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service

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

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

5. Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

A) Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and
'Resolution'.
B) Milestones are commitments to handle SRs within certain timelines.
C) Milestones are actions on a service request (SR) that must be completed by a specific time.
D) Milestones are customizable by an administrator to include any number of organization-specific milestone types.
E) Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.

Solutions: