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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Whichtwo statements are true about generic objects?

A) They automatically consider apackage to consist of custom objects.
B) They belong to a stand-alone class that is not derived from an RN object.
C) They can be used with standard objects.
D) They are used when working with custom objects only.
E) They require the type of data to be set dynamically.

2. Which three statements are true about navigation sets?

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

3. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
B) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
C) The profile to which the agent is assigned does not have the Interface Access checkbox selected.
D) The profile to which the agent is assigned does not have the incident workspace assigned.
E) The profile to which the agent is assigned does not have a navigation set assigned.

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 enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
C) It allows an agent desktop to log in to the application with local add-in files.
D) It is a setting that must be enabled at the interface level.
E) It is a profile setting that must be enabled for a profile.

5. Which Oracle Service Cloud capability can assign chats based on language and product skills?

A) Engagement engine
B) Advanced routing
C) Syndicated chat
D) Business rules

Solutions: