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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. In your company, Oracle Service Cloud has workspaces where there aremultiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?

A) Utilizing workflows and splitting functionality into more than one workspace
B) Placing objects on different tabs and splitting the loading across multiple tabs
C) Removing fields in the workspaces
D) Creating multiple workspaces per business function and assigning to different profiles

2. When a new customer submits an incident via email, they get a message with a user ID and password, similar to the content below:
An account has been created for you with the following User ID and Password:
User ID: [email protected]
Password: o2UdlJ8d
An agent wants to disable the message being sent when a customer submits an incident via email.
Which option must be enabled to achieve this?

A) EGM_ENABLED
B) EGW_UPDATE_BY_CREATE
C) EGW_PASSWD_CREATE
D) EGW_PASSWORD_UPDATE_ENABLED
E) EGW_SEND_EMAIL_HEADERS

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

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

4. What are three required sections for Custom Process Models?

A) Header
B) Code containing integration with externalsystems
C) Test harness
D) Footer
E) Test script
F) Code containing custom business logic

5. Your customer has asked you to create a report that shows all the incident should show the following columns:
1. The number of incidents opened in the past month
2. The numberof incidents opened in the past week
3. The number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?

A) NVL
B) DECODE
C) IF
D) SUM
E) AVG

Solutions: