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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?

A) Schedule a survey to run on a daily basis.
B) Set an incident business rule to send the survey
C) Create a transactional survey.
D) Create a new queue for unhappy customers.
E) Assign a score to the survey questions and set the status field based on the value
F) Create a report of survey responses.

2. The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A) You can change the default value to 60 minutes by using File > Options > Session Expiration.
B) Because the system default is 15 minutes, it cannot be changed.
C) You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
D) You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.

3. Which two components can be edited in a standard report?

A) Permissions
B) Column headings
C) Non-selectable filters
D) Report headings
E) Graphs
F) Schedules

4. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) Profile workspace assignment
B) Workspace rules
C) Profile navigation assignment
D) Configuration settings
E) SLAs
F) Profile functionalpermissions

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

Solutions: