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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. 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) Authors need to make their articles available in order to set them as favorites, so other users can be notified as the articlesare 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) 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.
D) 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.

2. You are creating orediting a SmartText entry. Which four options can you insert into the entry?

A) Text
B) Images
C) URLs
D) Variables
E) Other SmartText entries
F) Tables

3. Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

A) Create standard text to be posted to the message thread.
B) Configure an object workflow action to send the email when the milestone status changes to warning.
C) Configure the email template to be used for notification.
D) Configure an analytics report showing milestones in warning status.
E) Specify the warning threshold for the milestone in the standard coverages.
F) Add an extension column to the milestone object to hold the warning threshold value.

4. Which two statements are true regarding the Audit History tab of a Service Request?

A) It is enabled by default.
B) It is searchable by date range, username, event type, event severity, and event duration.
C) It is available only toauthorized administrators.
D) It is exportable to Excel.
E) It allows users to save searches for later reuse.

5. Which three statements are true about building Digital Customer Service (DCS)applications?

A) Many DCS applications can be active in production at the same time.
B) DCS includes a "reference implementation template" that illustrates recommended implementation practices.
C) Only one version of a DCS application can be active in production at any time.
D) DCS application can be embedded in other sites.

Solutions: