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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. 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.

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

3. Which is a sample object query?

A) SELECT C.Name.First FROM Contact C WHERE C.Name.First like ,C%';
B) SELECT Incident.ReferenceNumber, Incident.PrimaryContact-Contact.* FROM Incident;
C) SELECT 0.Contacts FROM Organization O WHERE O-ID = 1;
D) SELECT ID FROM Contact WHERE Contact-Name.First like 'Chris' ANDContact.Address.City='Bozeman';

4. Which two statements are true about safe mode in relation to add-ins?

A) It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
B) It allows an agent desktop to log in to the application without any add-ins.
C) It is a profile setting that must be enabled for a profile.
D) It allows an agent desktop to log in to the application with local add-in files.
E) It is a setting that must be enabled at the interface level.

5. A customer is trying to import guides and a definition file from another interface and receives an error: "The response node cannot be added as it would exceed the maximum amount of 2048 response nodes the guide can have.
What action must betaken to fix this?

A) Make sure guided assistance is enabled in another interface.
B) Make sure the guide definition file does not include anyhash value while importing it.
C) Increase the maximum number of response nodes in the configuration.
D) Navigate to one of the superior nodes and remove most of the nodes, keeping the same unique identifier.

Solutions: