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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A customer is using a service level agreement (SLA) to calculate resolution due dates automatically when an SLAinstance is added to an incident. What setup is required for resolution due calculations?

A) Add all the holidays observed by your organization.
B) Use business rules to automatically calculate dates
C) Define default response requirements.
D) Create a custom incident milestones report and add it to a custom incident workspace

2. A customer is trying to use Element Manager to import and add-ins and receives this error:
"This package cannot beprocessed."
What is the reason for this error?

A) Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.
B) The hash value during import doesn't match the hash declared at the end of the rile.
C) Check if the exported file was generated by a product version that is older than the existing product version.
D) The Browser User Interface (BUI) workspace is not using the standard workspace.

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

4. What are three required sections for Custom Process Models?

A) Code containing integration with externalsystems
B) Footer
C) Test script
D) Test harness
E) Header
F) Code containing custom business logic

5. Which three options are not supported in a Browser User Interface workspace?

A) The mixing of HTTP and HTTPS is not supported because i is a security violation.
B) Any site which does not want to be embedded insidean iframe will not be rendered.
C) Any site trying to navigate to a top-level page will not be rendered.
D) The ability to view the visitor browser history in the Agent Browser User Interface is not supported.
E) Theauthorization of Knowledge Foundation (Answer Workspace) in the Browser User Interface workspace is not supported.

Solutions: