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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for follow up:#120728-000001 A member of our support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it." Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)

A) Submit an incident to customer care.
B) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
C) Look for the message in the receipt email body.
D) Run a message base report and search for the text string you want to change.

2. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Configure advanced routing.
B) Selectthe Pull Chat check box in the chat profile.
C) Select the corresponding pull policy.
D) Select the Chat check box that is associated with an agent's staff account.
E) Enable the engagement engine.

3. 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 configuring settings at the time of creation of the custom object
C) 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
D) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object

4. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Leave both the chat and email fields limit as blank.
B) Enter zero as the initial value for both fields.
C) Enter the value "Unlimited" in the chat and email fields.
D) Use the default values.

5. Which four statements are true about incident rules?

A) Incident rules should have one rule state.
B) A catch-all escalation action has no impact on incident rules.
C) A catch-all rulehas no impact on incident rules.
D) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
E) Incident rules should have a minimum of two rule states.
F) All incident rules should have an action to transit from the initial state to another state.
G) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.

Solutions: