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

2. Which two are true characteristics about the lifecycle of a service request?

A) Users can reopen a service request when the status is set to "Resolved".
B) "Customer working" is one of the five seeded status types.
C) "Closed" status is set by an automaticjob after a specified number of days.
D) If required, users can manually set the "Closed" status for a service request.
E) Users can reopen a service request when the status is set to "Closed".

3. Your client has noticed that inbound emails from customers are not creating or updatingservice requests.
Which step should they perform to automate it?

A) Adjust permissions on all customer's profiles.
B) Adjust the inbound message filters.
C) Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.
D) Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.

4. One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

A) Create several personalized searches and create them to each other.
B) Grant the agent Administrator permissions to addnew search filters.
C) Add fields from the advanced search functionality.
D) Create a new search through the application composer.

5. You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queuefor these service requests?

A) The service request assignment will be unpredictable.
B) The queue defined by default is the one assigned to the servicerequest.
C) An error will occur; no queue is assigned to the service request.
D) The queue defined in the first evaluated rule is always assigned to the service request.

Solutions: