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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Your customer has designed a guideto explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?

A) Transactional survey in rules
B) Polling survey
C) Website link survey
D) Broadcast survey

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

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

3. Which two statements are true when working with add-ins in a Custom Object workspace?

A) IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.
B) IGenericObject is the interface that is available with the add-in API for custom objects.
C) It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
D) You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
E) Using the record context, you can obtain an instance of a custom object by passing the package name and object name.

4. Which five actions should you performto configure advanced routing?

A) Assign guided assistance permission to a profile.
B) Add Access Control to a navigation set.
C) Define products and categories.
D) Assign advanced routing permissions to a profile.
E) Add product and category fields to the Live Help page of the Customer Portal.
F) Create an advanced routing incident queue.
G) Create and activate a rule to route incidents to the advanced routing incident queue.
H) Configure collaboration with external users who are not agent desktop users.

5. 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) Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
B) Create a named event to file each end point of the guide.
C) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
D) 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.
E) Use an Incident Business rule to fire a named event and populate the standard text into the message thread.

Solutions: