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Oracle Service Center 2021 Implementation Essentials Sample Questions:

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

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

2. Which three options are not supported in a Browser User Interface workspace?

A) Any site which does not want to be embedded insidean iframe will not be rendered.
B) Theauthorization of Knowledge Foundation (Answer Workspace) in the Browser User Interface workspace is not supported.
C) The ability to view the visitor browser history in the Agent Browser User Interface is not supported.
D) The mixing of HTTP and HTTPS is not supported because i is a security violation.
E) Any site trying to navigate to a top-level page will not be rendered.

3. You want yoursystem to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?

A) configuration settings
B) business rules
C) syndicate chat widget
D) proactive chat widget

4. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A) Agents will get incidents only from the ql queue.
B) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
C) Agents can use the Fill Inbox functionality to select any of the three queues.
D) Agents cannot use the Fill Inbox functionality because the pull policy is manual.

5. Which six actions initiate the business rules engine to run their configured logic?

A) An agent creates or edits an answer.
B) An administrator compiles the rules engine.
C) An agentviews the rule log.
D) A customer creates an incident in the end user portal.
E) The rules engine is updated.
F) A customerupdates contact details via the end-user pages.
G) An agent edits contacts, incidents, organizations, or tasks.
H) A customer adds more information to their incident via the end-user pages.
I) An agent edits an opportunity.
J) An agent runs an incident report.

Solutions: