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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which four view modes are available in the Report Editor?

A) Graphical View
B) Report View
C) Data Set View
D) Layout View
E) Design View
F) Database View

2. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Create a polling survey.
B) Create a report for the survey scores.
C) Create a transactional survey.
D) Write a business rule to reopen the case.
E) Schedule the survey on a daily basis.
F) Assign scores to the survey questions and set the status field based on the responses.

3. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.
B) Agents can use the Fill Inbox functionality to select any of the three queues.
C) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
D) Agents will get incidents only from the ql queue.

4. When an incident is opened, your customerwants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A) Set Fields
B) Entry Point
C) Decision
D) Load
E) Return
F) Workspace

5. What must you set to enable the email channel?

A) EGW_UPDATE_BY_CREATE
B) EGW_SECURE_UPDATE_ENABLED
C) EGW_SAVE_EMAIL_HEADERS
D) EGW_ENABLED
E) EGW_AUTO_CONT_CREATE

Solutions: