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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.
Identify three advantages of selecting the category correctly.

A) Categories determine the steps an agent must follow to close the service request.
B) The hierarchical structure of the categories helps to improve the service request classification.
C) Filter the selection of the product related to the service request, when filtering by a particular category.
D) Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.
E) Categories facilitate the assignment of an agent to the service request.

2. 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) 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.
B) Modify the default values in the Capacity fields for the channels.
C) In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.
D) Select the Manage Capacities task.

3. You need to extract all service Request (SR) data from your Engagement Cloud site fromthe last 12 months.
Identify two valid approaches to get this large volume of data.

A) You can schedule incremental exports as ESS jobs (also known as a "scheduled process") on a periodic basis, such as weekly or monthly.
B) You must retrieve large volumes of data through a REST API endpoint.
C) You can schedule a single export as an ESS job (also known as a "scheduled process") for all 12 months of SR data.
D) You can download large volumes of SR data from theAnalytics interface.

4. Which three subobject functions are included in the REST API for Service Requests (SRs)?

A) Delete message
B) Update resource member
C) Delete activity
D) Update SR reference
E) Update resource manager

5. You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?

A) Interval
B) Time Period
C) Start/Stop
D) Duration
E) Available

Solutions: