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Oracle B2B Service 2022 Implementation Professional Sample Questions (Q21-Q26):
NEW QUESTION # 21
Milestones are not getting applied to service requests in the customer environment.
Identify three causes.
- A. No default coverages are set up.
- B. Entitlement rules are not valid for the service request.
- C. The scheduled process has not been set up.
- D. The Starts When criteria of the milestones is not True.
Answer: A,C,D
NEW QUESTION # 22
Which three statements are true about building Digital Customer Service (DCS) applications?
- A. DCS application can be embedded in other sites.
- B. Only one version of a DCS application can be active in production at any time.
- C. Many DCS applications can be active in production at the same time.
- D. DCS includes a "reference implementation template" that illustrates recommended implementation practices.
Answer: A,B,D
NEW QUESTION # 23
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?
- A. Configure an object workflow action to send the email when the milestone status changes to warning.
- B. Add an extension column to the milestone object to hold the warning threshold value.
- C. Configure an analytics report showing milestones in warning status.
- D. Create standard text to be posted to the message thread.
- E. Configure the email template to be used for notification.
- F. Specify the warning threshold for the milestone in the standard coverages.
Answer: C,E,F
NEW QUESTION # 24
Which three options are advantages of a structured approach to Knowledge Management as implemented in Engagement Cloud?
- A. Shared Across the 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.
- B. Single point of maintenance: The Knowledge Base can be maintained easily as it is centralized.
- C. Easy to Search: Knowledge Articles content and Service Request context can be used together to recommend the best Knowledge Articles to an agent.
- D. 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.
- E. 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.
Answer: A,C,E
NEW QUESTION # 25
Select three correct limits and restrictions when importing data from a file.
- A. Both create and update operations are available for imported records.
- B. The maximum number of records in each CSV file should not exceed the maximum limit of 10,000,000 records.
- C. Groovy Scripts and object workflows that have been configured for the object being imported are always executed.
- D. By default, the import starts immediately after it is activated.
- E. If the values in the imported CSV file contain a new line character, then they must be enclosed within quotation marks.
Answer: A,C,D
NEW QUESTION # 26
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