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B2B Service Oracle B2B Service 2022 Implementation Professional

Oracle B2B Service 2022 Implementation Professional

Last Update Nov 22, 2024
Total Questions : 75

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Questions 2

Which two options are true about role synchronization for Digital Customer Service (DCS)?

Options:

A.  

is required for every DCS instance

B.  

also synchronizes userIDs and passwords between DCS and Engagement Cloud

C.  

enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)

D.  

is real time

Discussion 0
Questions 3

Your customer sells many kinds of specialized electronics equipment. When creating a service request (SR), an agent searches the product categories and chooses the appropriate type of equipment for that SR.

Identify three advantages of selecting the category correctly.

Options:

A.  

The hierarchical structure of the categories helps to improve the service request classification.

B.  

Categories determine the steps an agent must follow to close the service request.

C.  

Categories facilitate the assignment of an agent to the service request.

D.  

Categories improve the filtering ofKnowledge articles that might contain a potential solution to the problem.

E.  

Filter the selection of the product related to the service request, when filtering by a particular category.

Discussion 0
Questions 4

Your customer has warned you that non-English speakers are going to get access to articles but all your articles are written in English.

Whichoption allows the customer to address the problem, so that all users can get articles in their native language?

Options:

A.  

Modify the original base locales of the articles to match the target language.

B.  

Deploy the Auto-Translate option on existing articles andturn on the “auto-Translate new articles” feature.

C.  

Enable new locales for the languages to be used and provision designated users to translate the articles.

D.  

Diagnose the usage of the articles to eliminate all nonused documents to avoid unnecessary translations.

Discussion 0
Questions 5

Which four statements are correct about hotkeys for Action Commands?

Options:

A.  

They allow a user to escalate a service request.

B.  

They have default values.

C.  

They can all be modified.

D.  

They allow a user to forward a service request.

E.  

They can be assigned to a custom action script.

F.  

They allow a user to copy a service request.

Discussion 0
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