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FAQs for Oracle B2B Service 2022 Implementation Professional Candidates

Oracle B2B Service 2022 Implementation Professional Sample Questions:

Question 1

Select the correct procedure to enable the Audit History tab for Service Requests.

A. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Application Composer.At the top of the page choose "Appearance".Under General, click "Enable" next to "Show Audit History" option.Save the configuration.
B. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Setup and Maintenance.Select the "Service" tile from the list of products.Click "Setup" in the Administration section.In the Functional Areas section, select "Productivity Tools". Select the task "Manage Global Search Profile Options".Search for the profile option code for SR Audit.In the Profile Values section for the profile option code, select Yes in the Profile Values drop-down list.Save the configuration.
C. Sign in to Engagement Cloud as a user.From the navigation tool, select "Set Preferences".Under "Service" select "Configure Audit History".From the "Enable" tab, click "Yes" for the "Show Audit History" option.Select the "Fields" tab and add all desired fields to the "Displayed Fields" column.Select the "Filters" tab, choose an available field, add the desired filter, and add the filter to the "Active Filters" list.Save the configuration.
D. Sign in to Engagement Cloud as an administrator.From the Navigation tool, select Security Console.Select the Search icon and search for "Service Request Audit History".In the Profile values section, select Yes in the Profile Values drop-down list.Save the configuration.

Question 2

Given the entitlement rules below, if a high-severity service request (SR) is created on Thursday at 2 PM, which two options are true?
Condition Column Severity = High
Calendar = 9AM to 5 PM, Monday - Friday, US EST
Resolution Metric = 2880
Resolution Warning Threshold 120
First Response Metric = 360
First Response Warning Threshold

A. If the SR is not resolved, Resolution warning will occur on Monday, 12 noon EST.
B. First Response is due on Friday, 12 noon EST.
C. If no action is taken on the SR, First Response warning will occur on Friday, 9 AM EST.
D. Resolution is due on Saturday, 2 PM EST.

Question 3

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

Question 4

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 queue for these service requests?

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

Question 5

You have been asked about some of the features of CTI notifications. Users want to be efficient in their time use, using alternate browser pages to carry out other activities when they are not receiving calls. However, the priority remains answering their client's calls, so they are forced to remain on the Engagement Cloud Page to avoid missing them.
Perform an analysis on the available features of Engagement Cloud and select the best viable answer to your customer's issue.

A. A floating toolbar notification center can be configured, that is present all the time in the agent's screen to inform him/her of incoming calls, whether they are currently on the Engagement Cloud browser page or not.
B. Engagement Cloud supports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.
C. A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currently on the Engagement Cloud browser page or not.
D. There is not current feature that may help users be aware of the presence of an incoming call if they are not currently in the Engagement Cloud browser page.

Solutions: