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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which two statementsare true about the Organization object in Service Cloud?

A) It has a one-to-many relation with contacts.
B) It is required to create an incident.
C) It is widely used in Business-to-Business scenarios.
D) It has a one-to-one relation with contacts.
E) It can be associated with incidents directly.

2. Your customer would like to send a communication about a product that is applicable only to its user base in the USA.
Which three actions should you perform?

A) Add the report in step (c) to the Audience tab in the Included section.
B) Add the segment in step (d) to the Audience tab in the Included section.
C) Create a report of contacts whose contact home
D) Create a transactional survey.
E) Create a broadcast survey.
F) Create a segment of contacts whose contact home country is USA.

3. Which four types are used by incidents queues?

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

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

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

5. Which two statements are true about chat surveys?

A) You cannot link customer data back to the chat that is submitted.
B) You can send a chat survey only while a customer is on the chat.
C) You can create a chat rule to email a transactional survey to a customer after a chat session.
D) You can create a chat rule to pop up a transactional survey at the end of a chatsession.

Solutions: