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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which setup sequence is usedto give permissions to an individual to access an application?

A) Navigation set > Profile > Staff Account
B) Profile > Navigation set > Staff Account
C) None. No sequence is required.
D) Staff Account > Profile > Navigation set

2. Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A) Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
B) If a contact record exists, loading details from the contact found in the incident workspace
C) If a contact record does not exist, creating a contact record as captured by an agent from customers
D) Capturingall incident-associated CO data from customers
E) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

3. You want to ensure that some specific content in messages can be hidden for seme messages. What would you use to meet this requirement?

A) Merge fields
B) Custom fields
C) Conditional fields
D) Incident thread fields

4. Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?

A) Create a named event to file each end point of the guide.
B) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.
C) Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
D) Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
E) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.

5. A customer is unable to see a record in the audit log after running a report. What could be the reason for this?

A) the permissions of the report
B) the Expanded Report Audit Log from the Reports Explorer
C) the Purge settings in the database
D) the Filters settings of the report

Solutions: