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Updated: May 29, 2026
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Oracle B2B Service 2021 Implementation Essentials Sample Questions:
1. Which two options are true about role synchronization for Digital Customer Service (DCS)?
A) enables DCS user authentication through an identity management service (such as Engagement Cloud identity management)
B) is required for every DCS instance
C) also synchronizes userIDs and passwords between DCS and Engagement Cloud
D) is real time
2. You created two assignment rules for service requests using the Use Score option. For some service requests both rules return a result with the same total points.
What will be the expected result in the assignment of a queuefor these service requests?
A) The service request assignment will be unpredictable.
B) The queue defined in the first evaluated rule is always assigned to the service request.
C) The queue defined by default is the one assigned to the servicerequest.
D) An error will occur; no queue is assigned to the service request.
3. Your customer is not able to use category filters for search and recommended results of Knowledge articles in his environment.
Which of the following is causing this behavior?
A) The profile CSO_ENABLE_KNOWLEDGE_FAVORITING is set to N.
B) The batch job for recommendations has not been executed.
C) The profile CSO_ENABLE_SVC_KMHOME is set to Y.
D) The profile CSO_ENABLE_CATEGORY_FILTER is set to N.
E) The user doesn't have the role ENABLE_LOCALE_FILTER_ROLE.
4. You are starting a new Engagement Cloud project implementation, and one of your customer requirements is to share service request information through Oracle Social Network.
In which way can you enable the service requests to be shareable on Oracle Social Network?
A) Setup and maintenance >Service > Setup > Productivity Tools > Manage Oracle Social Network Objects for Service
B) Setup and maintenance > Service > Setup > Productivity Tools > Manage Custom Objects for Service
C) Setup and maintenance > Sales >Service Request > Manage Oracle Social Network Objects
D) Setup and maintenance > Service > Configuration and Security > Service Request > Manage Oracle Social Network Objects for Service
5. Identify two correct options about Application Composer, as the primary web-based tool within Engagement Cloud used to modify standard and custom objects.
A) It allows edits to dashboard pages.
B) It requires proper permissions to use the tools and additional permissions to edit the desired object.
C) In includes a preview option for all standard and custom object pages.
D) It requires the use of a sandbox to modify the fieldsassociated with standard and custom objects.
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: B | Question # 3 Answer: E | Question # 4 Answer: D | Question # 5 Answer: D |
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