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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. You have just created a new Digital Customer Service (DCS) application and now you need to add a user-registration option.
Which three steps should you perform to configure userself-registration in your DCS application?

A) Disable the anonymous access option in your DCS application.
B) Configure your self-registrations so that they are automatically approved.
C) Enable the self-registration steps in the"Manage Digital Customer Service Registration Profile Options" task.
D) Configure the self-registrations to restrict registration to only existing Contacts.

2. Identify three considerations before starting the configuration of assignment rules to service requests.

A) the attributes of service requests to use as criteria for your rule assignments
B) the rule sets you want to create and the rules to include in each rule set
C) the attributes of queues to use as criteria for your rule assignments
D) the candidates of service requests to use as criteria for your rule assignments
E) the candidates of queues to use as criteria for your rule assignments

3. 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) 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.
B) In the Work Assignments section, modify the defaultvalue in the Capacity field to a new value.
C) Select the Manage Capacities task.
D) Modify the default values in the Capacity fields for the channels.

4. Your customer asked you to modify the default severity value for new service requests.
Which three steps should you follow to make the change?

A) Modify the Profile Value and save.
B) Lock the Profile Option for editing.
C) Select View > Detach.
D) Unlock and publish the new selected profilevalue.
E) Navigate to Setup andMaintenance > Service > Service Request > Manage Service Request Profile Options.
F) Select the profile SVC_SR_DEFAULT_SEVERITY_CD.

5. Which two are required to publish a completed Digital Customer Service (DCS) application?

A) nothing (DCS applications are always available to all users.)
B) moving the application to Staging and subsequently to Production status
C) system administrator approval
D) a single "publish" action to complete the task

Solutions: