Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. 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) Choose all optional result columns.
B) Do not choose any optional criteria columns.
C) 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
D) Create a new standard coverage using the delivered Contracts Service Entitlements Entitlement Type.

2. You are creating orediting a SmartText entry. Which four options can you insert into the entry?

A) URLs
B) Variables
C) Images
D) Other SmartText entries
E) Text
F) Tables

3. Your customer has noticed thatemails are being retrieved every day only at 3:00 PM. This behavior began three days ago and no configuration changes were made during that time.
What is the cause of this new behavior?

A) an inbound message filter per time schedule
B) a configured profile option to schedule the retrieval of emails
C) a configured job to process inbound emails
D) an inbound message filter per sender

4. 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 have to edit the e-mail template and add HTML code to customize the standard text section.
C) You can completely eliminate the standard text appended by editing the message:
SVC_EMAIL_ACK_FOR_KNOWN_CUST.
D) 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.

5. Milestones are a key component of Service Entitlements. Identify three correct options regarding milestones.

A) Milestones are customizable by an administrator to include any number of organization-specific milestone types.
B) Milestones are commitments to handle SRs within certain timelines.
C) Milestones are actions on a service request (SR) that must be completed by a specific time.
D) Milestones can be configured to start, pause, or complete based on a complex expression with AND, OR, and parentheses.
E) Milestones can be one of four default types: 'First Response', 'Second Response', 'Final Action', and
'Resolution'.

Solutions: