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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A customer is trying to use Element Manager to import and add-ins and receives this error:
"This package cannot beprocessed."
What is the reason for this error?

A) The Browser User Interface (BUI) workspace is not using the standard workspace.
B) The hash value during import doesn't match the hash declared at the end of the rile.
C) Check if the exported file was generated by a product version that is older than the existing product version.
D) Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.

2. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for follow up:#120728-000001 A member of our support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it." Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)

A) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
B) Submit an incident to customer care.
C) Look for the message in the receipt email body.
D) Run a message base report and search for the text string you want to change.

3. Which three elements are available for workflow design on the Insert ribbon?

A) Terminate
B) Decision
C) Return
D) Set Fields
E) Restart

4. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Create a report for the survey scores.
B) Create a polling survey.
C) Schedule the survey on a daily basis.
D) Assign scores to the survey questions and set the status field based on the responses.
E) Write a business rule to reopen the case.
F) Create a transactional survey.

5. Which three requirements can be implemented by using workspace rules?

A) Calling an add-in
B) Prompting a customer care executive to dynamically open a guide
C) Dynamically setting the URL for browser control
D) Triggering escalation mails to the manager after the escalation time is over
E) Calling a CPM script

Solutions: