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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. 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) Select the Manage Capacities task.
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) 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.

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

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

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

4. You are at the beginning of an Engagement Cloud implementation project and your team is not able to find some of the email setup tasks.
Which is the main reason for this issue?

A) Theteam members have not established the e-mail feature on the Offerings page.
B) The environment was not provisioned correctly and the service module is missing.
C) There are no specific e-mail tasks available.
D) The team members don't have the Email Administrator Role provisioned.

5. Which four statements are correct about hotkeys for Action Commands?

A) They allow a user to escalate a service request.
B) They have default values.
C) They can all be modified.
D) They allow a user to copy a service request.
E) They can be assigned to a custom action script.
F) They allow a user to forward a service request.

Solutions: