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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. Which two actions can you takewhen using Application Composer to create a new Trouble Ticket object?

A) You can set an object rule to validate that a Trouble Ticket of Priority 1 cannot be saved without being assigned to a staff member.
B) You can create a field rule or a field trigger on a field of the Trouble Ticket object but not both on the same field.
C) You can create a trigger on the Trouble Ticket object usingthe Upon Import Into Database trigger event to update the custom "OpenTroubleTickets" of the Account object.
D) You can set a field rule to validate that the Priority field of the Trouble Ticket object is between 1 and 5

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 can eliminate part of the standard message, butcannot remove the User Details section, 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 cannot completely remove the appended message text but you can edit the appended text 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 two options are true about role synchronization for Digital Customer Service (DCS)?

A) is required for every DCS instance
B) also synchronizes userIDs and passwords between DCS and Engagement Cloud
C) is real time
D) enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

4. You are creating a shared SmartText entry. Which option do you need to select to define a time period during which the entry is available to users?

A) Interval
B) Duration
C) Time Period
D) Start/Stop
E) Available

5. Which four actions does the REST API for Service Requests (SRs) allow?

A) Update SR assignee
B) Create SR
C) Delete SR by SR title
D) Update SR milestone
E) Delete SR by SR number

Solutions: