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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which two events can trigger Custom Process Models?

A) OnSaveComplete
B) Create
C) Refresh
D) Update
E) Load

2. Your customer would like to send a communication about a product that is applicable only to its user base in the USA.
Which three actions should you perform?

A) Create a report of contacts whose contact home
B) Add the report in step (c) to the Audience tab in the Included section.
C) Create a segment of contacts whose contact home country is USA.
D) Create a transactional survey.
E) Create a broadcast survey.
F) Add the segment in step (d) to the Audience tab in the Included section.

3. Which three statements are true about navigation sets?

A) Using navigation sets,you can configure which quick search reports can be seen.
B) Using navigation sets, you can define what new objects can be created by using the File menu.
C) Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
D) The same navigation set can be set for different interfaces.
E) Using navigation sets, you can define what quick links can be seen when navigating File > Link.
F) Using navigation sets, you can configure whether to show the Home navigation pane or not.

4. Which two statements are true about safe mode in relation to add-ins?

A) It allows an agent desktop to log in to the application without any add-ins.
B) It is a setting that must be enabled at the interface level.
C) It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
D) It allows an agent desktop to log in to the application with local add-in files.
E) It is a profile setting that must be enabled for a profile.

5. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Assign scores to the survey questions and set the status field based on the responses.
B) Write a business rule to reopen the case.
C) Create a polling survey.
D) Schedule the survey on a daily basis.
E) Create a report for the survey scores.
F) Create a transactional survey.

Solutions: