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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which three statements are true about Service Level Agreements?

A) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
B) They enable you to set the reports that are visible to an agent.
C) They enable you to restrict the number of incidents raised by end users through various channels.
D) They enable you to specify the duration for which an incident can be kept in waiting status.
E) They enable you to set a timeline for an agent to respond to an incident.
F) They enable you torestrict what agents can view as part of navigation on the console.

2. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not beallowed to perform creation and deletion operations.
How can this be done?

A) by configuring settings at the time of creation of the custom object
B) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
C) by creating the Contact CenterAgents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions
D) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object

3. You have a requirement for an incident workspace where clicking a kind of text hyperlink should open a browser window by using the third-party URL of the loaded client. You want to implement this by using add-ins.
Which add-in should you create?

A) Workspace
B) Content Pane
C) Workspace Ribbon
D) Report Command
E) Global Ribbon

4. The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A) You can change the default value to 60 minutes by using File > Options > Session Expiration.
B) You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
C) Because the system default is 15 minutes, it cannot be changed.
D) You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.

5. Which two statements are true about a disposition?

A) It helps to identify the root cause of an incident.
B) It can be made visible on the Customer Portal.
C) It can be set to a maximum depth of three in hierarchy levels.
D) It can be linked to products.
E) It can be linked to categories.

Solutions: