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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Oracle Engagement Cloud provides tools to add or modify which six types of entities?

A) Fields
B) Object workflow
C) Roles and privileges
D) Icons
E) Objects
F) Reports
G) Exports
H) Themes

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

3. Which two statements are true about system-to-system authentication between Digital Customer Service (DCS) and Oracle Engagement Cloud?

A) It must be configured by a user signed in to the Oracle Visual Builder Cloud Service with a valid developer or administrator account.
B) It is configured exclusively via the Engagement Cloud Security Console.
C) It does not require matching passwords between Engagement Cloud and DCS.
D) It enablesanonymous users to search the DCS knowledge base.

4. Which six Digital Customer Service (DCS) parts can be modified using Visual Builder Cloud Service (VBCS)?

A) UI components
B) Object triggers
C) Templates
D) Object workflows
E) Pages
F) Languages
G) Business objects
H) Themes

5. Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?

A) Multi-Language Capabilities: Users can create their articles in their native language and enable Auto-Translate to make it available to users from other regions with different languages without effort.
B) Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
C) In-Article Content Scanning: Knowledge Management is designed to process information inside the documents to categorize them into the corresponding products and categories to make searches more effective.
D) Shared Acrossthe Organization: The information is available to all users given they possess the right roles, and is used and reused by them to create solutions and solve problems for other users.
E) Easy to Search: Knowledge Articles content and Service Request contextcan be used together to recommend the best Knowledge Articles to an agent.

Solutions: