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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which four statements are true about reports?

A) Reports are not common across the interface.
B) After a report is published, the report data remains unchanged even as the knowledge baseis updated.
C) The owner of a report remains the same even if the report is imported by some other user.
D) All the permissions from an imported report remain unchanged after an export.
E) Published reports can be modified.
F) Reports must be exportedmanually in all interfaces.
G) Reports are shared between interfaces.

2. How many rows can be returned by a tabular query?

A) Unlimited
B) 1000
C) 100
D) 100000
E) 10000

3. Which two statements are true about mailboxes?

A) Techmail isresponsible for pulling emails from single or multiple mailboxes.
B) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
C) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
D) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
E) The Dbtstatus utility is responsible for having incidents created after an emailis sent to the Service Cloud mailbox.

4. How can you enable add-ins to run locally without uploading it to theserver?

A) Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
B) Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
C) Configuration > Site Configuration> Addin Manager > Required Profile > Select Developer Mode.
D) Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.

5. You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Business rules
B) Intent guide
C) Custom process model
D) Agent scripts
E) Guided assistance

Solutions: