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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A company wantsto include the company logo and contact details in its outbound email communications.
Where should this be configured?

A) Admin HTML Editor
B) Quote template
C) Global template
D) Contact HTML Editor

2. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have a navigation set assigned.
B) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
C) The profile to which the agent is assigned does not have the Interface Access checkbox selected.
D) The profile to which the agent is assigned does not have the incident workspace assigned.
E) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.

3. Which three elements are available for workflow design on the Insert ribbon?

A) Decision
B) Set Fields
C) Terminate
D) Restart
E) Return

4. Which is an invalid data type?

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

5. Which six actions initiate the business rules engine to run their configured logic?

A) A customer adds more information to their incident via the end-user pages.
B) An agent edits an opportunity.
C) An agent creates or edits an answer.
D) An agentviews the rule log.
E) An administrator compiles the rules engine.
F) A customerupdates contact details via the end-user pages.
G) The rules engine is updated.
H) An agent runs an incident report.
I) A customer creates an incident in the end user portal.
J) An agent edits contacts, incidents, organizations, or tasks.

Solutions: