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1. Which two statements are true about mailboxes?

A) The Dbtstatus utility is responsible for having incidents created after an email is sent to the Service Cloud mailbox.
B) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
C) Techmail is responsible for pulling emails from single or multiple mailboxes.
D) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
E) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.

2. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A) The script beginning and ending buttons are not enabled for the script pages.
B) No return events are listed in the incident workflow for the script to use.
C) No exit or finished event is being triggered on the script pages.
D) The agents are not able to get to the pages where they can end the script.

3. What would you use for repetitive text with a single point of maintenance for any changes to the text?

A) Merge field
B) Custom object field
C) Variable
D) Custom field

4. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A) Update the standard text with the changed address and phone numbers.
B) Update custom fields with the changed address and phone numbers.
C) Update variables with the changed address and phone numbers.
D) Create variables with the current address and phone numbers.
E) Create custom fields for the address and phone numbers.
F) Create the standard text with the current address and phone numbers.

5. You make some changes to a message template.
Which statement is true about applying this change across multiple interfaces?

A) You need to re-create the message template across the multiple interfaces.
B) You need to copy and paste the source code across the multiple interfaces.
C) The change is reflected across all interfaces by default.
D) You need to use the export and import option.

問題與答案：