Oracle B2B Service 2022 Implementation Professional

문제1
You have been instructed to implement the "My Knowledge" page for your customer's Engagement Cloud site.
Which is the correct first action in configuring "My Knowledge"?

A. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for All Users" profile option, and activate it.

B. Use the task "manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Service" profile option, and activate it.

C. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_IN_SR" profile option, and set "SITE" value to "Yes".

D. Use the task "Manage Administrator Profile Values", search for the "Enable My Knowledge Menu for Help Desk" profile option, and activate it.

E. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_ARTICLE_CREATION_EDITION" profile option, and set the "SITE" value to "Yes".

F. Use the task "Manage Service Request knowledge Profile Options", search for the "SVC_ENABLE_KNOWLEDGE_PAGE_EXTERNAL_USERS" profile option, and set "Site" value to "Yes".

정답: A

문제2
What should you do to enable Password Reset in Digital Customer Service (DCS)?

A. Instruct users that they can only change their password by chatting with an agent.

B. Obtain the Change Password Link and add it to your DCS page.

C. Enable the "Password Reset" option in the User Administration component.

D. Add the Password Reset component to your DCS application.

정답: B

문제3
Which two are true characteristics about the lifecycle of a service request?

A. If required, users can manually set the "Closed" status for a service request.

B. "Customer working" is one of the five seeded status types.

C. Users can reopen a service request when the status is set to "Closed".

D. "Closed" status is set by an automatic job after a specified number of days.

E. Users can reopen a service request when the status is set to "Resolved".

정답: D,E

문제4
Your customer has noticed that emails 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. a configured job to process inbound emails

B. an inbound message filter per time schedule

C. an inbound message filter per sender

D. a configured profile option to schedule the retrieval of emails

정답: B

문제5
Your client has noticed that inbound emails from customers are not creating or updating service requests.
Which step should they perform to automate it?

A. Adjust the inbound message filters.

B. Enable SVC_SR_INBOUND_EMAIL_AUTO_UPDATE.

C. Adjust permissions on all customer's profiles.

D. Enable SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING.

정답: B

문제6
Your customer sells a wide variety of Mobile phones. To classify service requests efficiently you plan to create a new primary category called Mobile Phones.
Which four steps are required to define this new category?

A. Check the Active flag.

B. Select Service Catalog in Functional Areas.

C. Select the task Manage Service Request Categories.

D. Complete Category Name.

E. Select Create Category > Create Child Category.

F. Select Create Category > Create Top-Level Category.

G. Select Status = "Active".

정답: C,E,F,G

문제7
Which three steps are required to configure the system to send an email notification when a milestone has reached warning status?

A. Specify the warning threshold for the milestone in the standard coverages.

B. Create standard text to be posted to the message thread.

C. Configure an analytics report showing milestones in warning status.

D. Configure an object workflow action to send the email when the milestone status changes to warning.

E. Configure the email template to be used for notification.

F. Add an extension column to the milestone object to hold the warning threshold value.

정답: A,C,E

문제8
Which three types of data are included in the interaction associated with a normal call flow?

A. Contact name

B. Start time of the call

C. Channel

D. Service Request create date

E. Agent name

정답: A,D,E

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