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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. 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 the value "Unlimited" in the chat and email fields.
C) Use the default values.
D) Enter zero as the initial value for both fields.

2. Your customer has asked you to create a report that shows all the incident should show the following columns:
1. The number of incidents opened in the past month
2. The numberof incidents opened in the past week
3. The number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?

A) SUM
B) DECODE
C) IF
D) NVL
E) AVG

3. You have a requirement for an incident workspace where clicking a kind of text hyperlink should open a browser window by using the third-party URL of the loaded client. You want to implement this by using add-ins.
Which add-in should you create?

A) Report Command
B) Workspace Ribbon
C) Workspace
D) Content Pane
E) Global Ribbon

4. You find that the chat agent is not receiving chat messages, even though the agent is logged in. Which two actions can help resolve this problem?

A) Configuring advanced routing
B) Requesting Chat from File > Options > View Options
C) Fixing the chat workspace
D) Clicking Request Chat on the Live Media bar
E) Deselecting the Pull Chat check box in the agent's profile

5. Which three statements are true about add-ins?

A) They can be designed to create visualcomponents and not perform any integrations.
B) They canbe added to the Custom Portal area of Oracle Service Cloud.
C) They always run locally to access local data.
D) They are the visual areas of Oracle Service Cloud Agent Desktop.
E) They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
F) They always run locally on the machines on which the desktop application runs.

Solutions: