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Oracle Service Center 2021 Implementation Essentials Sample Questions:
1. How many rows can be returned by a tabular query?
A) 10000
B) 1000
C) Unlimited
D) 100
E) 100000
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 does not exist, creating a contact record as captured by an agent from customers
C) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
D) Capturingall incident-associated CO data from customers
E) If a contact record exists, loading details from the contact found in the incident workspace
3. You have a requirement to purge Incidents where the Incidents have not been updated in the last 30days using Data Lifecycle Management. What are the two steps you should do to define a report containing criteria used to purge the records?
A) Use a drilldown level to filter the top level
B) Use runtime filters in preference to fixed filters
C) Remove Primary keys from all tables used in the report
D) Add default values to runtime filters if used in the report
E) Do not set the deferred execution option
F) Set the option to allow switching of data
4. 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 creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
B) 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
C) by configuring settings at the time of creation of the custom object
D) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
5. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?
A) Update variables with the changed address and phone numbers.
B) Create variables with the current address and phone numbers.
C) Create the standard text with the current address and phone numbers.
D) Update the standard text with the changed address and phone numbers.
E) Create custom fields for the address and phone numbers.
F) Update customfields with the changed address and phone numbers.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B,D,E | Question # 3 Answer: C,D | Question # 4 Answer: D | Question # 5 Answer: C,D |
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