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Oracle B2B Service 2021 Implementation Essentials Sample Questions:

1. 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) 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.
B) A toast notification option is present, which consists of desktop notifications popping up regarding incoming calls, whether they are currentlyon the Engagement Cloud browser page or not.
C) 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 browserpage or not.
D) Engagement Cloudsupports push notifications sent to mobile phones, so users can be aware via phone when a client is calling.

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

3. To create anew Survey object, you create a sandbox and set it as active.
Which two statements are correct while creating your Survey object in Application Composer?

A) Multiple users cannot use your sandbox at the same time.
B) You can set a second sandbox as Activeat the same time in order to begin working on another new object.
C) Your changes won't be available to any other sandbox or to any application in the mainline application layer until you have published your sandbox.
D) Your changes are isolated and do not impact other users' configuration environments or the production environment.

4. Which three statements are true about building Digital Customer Service (DCS)applications?

A) Only one version of a DCS application can be active in production at any time.
B) Many DCS applications can be active in production at the same time.
C) DCS includes a "reference implementation template" that illustrates recommended implementation practices.
D) DCS application can be embedded in other sites.

5. One of your service agents needs a new search filter on his Service Requests' list page.
How can the agent achieve this?

A) Create a new search through the application composer.
B) Grant the agent Administrator permissions to addnew search filters.
C) Add fields from the advanced search functionality.
D) Create several personalized searches and create them to each other.

Solutions: