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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

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

A) DCS application can be embedded in other sites.
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) Many DCS applications can be active in production at the same time.

2. What three things should you perform to show product images in the Product Picker component in Digital Customer Service (DCS)?

A) Add product ID(s) to the database component.
B) Configure products groups and product items in Engagement Cloud.
C) Add the Product object to your DCS application.
D) Add images as the productimage will not be pulled from Engagement Cloud.

3. What three things should you do once you have established a global default coverage?

A) Use Application Composer to include milestones on the Service Request Layout if desired.
B) Createan ESS job to Monitor Service Request Milestones.
C) Use Application Composer to configure warning emails about milestone compliance events.
D) Create an ESS job to Aggregate Service Requests.

4. What should you do to enable Password Reset in Digital Customer Service (DCS)?

A) Add the Password Reset component to your DCS application.
B) Instruct users that they can only change their password by chatting with an agent.
C) Enablethe "Password Reset" option in the User Administration component.
D) Obtain the Change Password Link and add it to your DCS page.

5. You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action inconfiguring "My Knowledge"?

A) Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to
"Yes".
B) Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.
C) Use the task "ManageService Request knowledge Profile Options", search for the
"SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to
"Yes".
D) Use the task "Manage Service Request knowledge Profile Options", search for the
"SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".
E) Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.
F) Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.

Solutions: