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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

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

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

2. You have enabled email acknowledgement and have created a corresponding template. The acknowledgement e-mail is sent, but there is somestandard text appended to the email that is not part of the template:
Standard text appended:
"Your request has been received and is being reviewed by our support staff. The reference number for your service request is: SR0000003006. (SVC-5295081) Thank you for your patience. If you would like to communicate further about the service request, you can reply to this email and send it to the email address: [email protected]. {#
#SR0000003056# #}"
Which statement is true?

A) You cannot completely remove the appended message text but you can edit the appended text by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
B) You can completely eliminate the standard text appended by editing the message:
SVC_EMAIL_ACK_FOR_KNOWN_CUST.
C) You can eliminate part of the standard message, butcannot remove the User Details section, by editing the message: SVC_EMAIL_ACK_FOR_KNOWN_CUST.
D) You have to edit the e-mail template and add HTML code to customize the standard text section.

3. Which three steps are required to set up a standard coverage for the following scenario: High Severity SRs must be worked round-the-clock and resolved in 24 hours (a First Response metric is not required), and the owner should be warned of pending expiration three hours before expiration?

A) Create an entitlement rule that specifies:-Condition Column Severity = High-Calendar = 24 by
7-Resolution Metric = 1440-Resolution Warning Threshold 180-Appropriate Start and End Dates
B) Choose all optional result columns.
C) Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.
D) Do not choose any optional criteria columns.

4. Which statement is correct when describing the process of adding assignment rules from Service Setup?

A) Use the "Manage Service Assignment Rules" task, access the appropriate rules sets, create new rule(s), add conditions and actions, save andpublish.
B) Use the "Manage Service Request Assignment Object" task, access and lock the appropriate objects, create new rule set(s), add conditions and actions, save and publish.
C) Use the "Manage Service Assignment Rules" task, access and lock the appropriate rules sets, create new rule(s), add conditions and actions, save and close.
D) Use the "Manage Service Request Assignment Object" task, access the applicable service requests, create and apply new rule set(s) to the service requests, add conditionsand actions, save and close.

5. Which three types of data are included in the interaction associatedwith a normal call flow?

A) Service Request create date
B) Contact name
C) Channel
D) Start time of the call
E) Agent name

Solutions: