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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 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.
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 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.

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

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

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

4. Select three correct limits and restrictions when importing data from a file.

A) If the valuesin the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
B) Both create and update operations are available for imported records.
C) By default, the import starts immediately after itis activated.
D) The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
E) Groovy Scripts and object workflows that have been configured for the object being imported are always executed.

5. Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.
Whichoption allows the customer to address the problem, so that all users can get articles in their native language?

A) Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.
B) Enable new locales for the languages to be used and provision designated users to translate the articles.
C) Deploy the Auto-Translate option on existing articles andturn on the "auto-Translate new articles" feature.
D) Modify the original base locales of the articles to match the target language.

Solutions: