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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. You make some changes to a message template.
Which statement is true about applying this change acrossmultiple interfaces?

A) The change is reflected across all interfaces by default.
B) You need to copy and paste the source code across the multiple interfaces.
C) You need to use the export and import option.
D) You need to re-create the message templateacross the multiple interfaces.

2. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the incident workspace assigned.
B) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
C) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
D) The profile to which the agent is assigned does not have the Interface Access checkbox selected.
E) The profile to which the agent is assigned does not have a navigation set assigned.

3. Which six actions can have a null value?

A) Set Queue
B) Set Fields
C) Set Product
D) Set Category
E) Set SLAs
F) Set Disposition
G) Set Status
H) Set Agent
I) Set Mailbox
J) Set Assigned

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

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

5. Which two statements are true about safe mode in relation to add-ins?

A) It is a setting that must be enabled at the interface level.
B) It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
C) It is a profile setting that must be enabled for a profile.
D) It allows an agent desktop to log in to the application without any add-ins.
E) It allows an agent desktop to log in to the application with local add-in files.

Solutions: