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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which four types are used by incidents queues?

A) Standard
B) Round Robin (Logged In)
C) LIFO
D) Quick
E) Advanced Routing
F) FIFO
G) Round Robin (All)

2. Which statement correctly differentiates between a bulk operation and a batch operation?

A) A bulk operation performs multiple operations on the same object, whereas a batch operation perform the same operation on multiple objects.
B) A bulk operation performs a single operation, whereas a batch operation performs a single operation on a single object.
C) A bulk operation performs the same operation on a single object, whereas a batch operation performs multiple operations on multiple objects.
D) A bulk operation performs the same operation on multiple objects, whereas a batch operation performs multiple operations.

3. What are three required sections for Custom Process Models?

A) Header
B) Footer
C) Code containing integration with externalsystems
D) Test script
E) Code containing custom business logic
F) Test harness

4. A malfunctioning add-in can prevent the Service Console from functioning properly. It can also block administrators from logging in to the system to remove the malfunctioning add-in. Whichtwo actions will remove the malfunctioning add-in?

A) Exit the administration interface without completing the normal logout process.
B) Log out of the interface and log in again.
C) View the add-in's log files and rectify the issue.
D) Use Safe mode when logging in to the application.

5. You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Guided assistance
B) Business rules
C) Custom process model
D) Agent scripts
E) Intent guide

Solutions: