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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which is an invalid data type?

A) Text field
B) Radio
C) Menu
D) Integer
E) Text area
F) Date/time
G) Float

2. Which three features can be configured in advanced routing?

A) Skill relaxation
B) Queue limit
C) Queue overflow
D) Queue segregation
E) Skill time
F) Queue prioritization

3. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Leave both the chat and email fields limit as blank.
B) Enter the value "Unlimited" in the chat and email fields.
C) Enter zero as the initial value for both fields.
D) Use the default values.

4. When a new customer submits an incident via email, they get a message with a user ID and password, similar to the content below:
An account has been created for you with the following User ID and Password:
User ID: [email protected]
Password: o2UdlJ8d
An agent wants to disable the message being sent when a customer submits an incident via email.
Which option must be enabled to achieve this?

A) EGW_PASSWORD_UPDATE_ENABLED
B) EGW_PASSWD_CREATE
C) EGW_SEND_EMAIL_HEADERS
D) EGW_UPDATE_BY_CREATE
E) EGM_ENABLED

5. In your company, Oracle Service Cloud has workspaces where there aremultiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?

A) Removing fields in the workspaces
B) Utilizing workflows and splitting functionality into more than one workspace
C) Creating multiple workspaces per business function and assigning to different profiles
D) Placing objects on different tabs and splitting the loading across multiple tabs

Solutions: