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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Your customer has asked you to create a report that shows all the incident should show the following columns:
1. The number of incidents opened in the past month
2. The numberof incidents opened in the past week
3. The number of incidents opened in the past day
Which two functions are needed in the expressions to create the three columns?

A) DECODE
B) SUM
C) NVL
D) IF
E) AVG

2. Which three statements are true about add-ins?

A) They canbe added to the Custom Portal area of Oracle Service Cloud.
B) They always run locally on the machines on which the desktop application runs.
C) They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.
D) They are the visual areas of Oracle Service Cloud Agent Desktop.
E) They can be designed to create visualcomponents and not perform any integrations.
F) They always run locally to access local data.

3. Which two statements are true about a disposition?

A) It can be linked to products.
B) It can be linked to categories.
C) It can be set to a maximum depth of three in hierarchy levels.
D) It can be made visible on the Customer Portal.
E) It helps to identify the root cause of an incident.

4. You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Guided assistance
B) Intent guide
C) Business rules
D) Agent scripts
E) Custom process model

5. A customer is using standard reports within the analytics module. Which two can be edited in a standard report?

A) permissions
B) non-selectable filters
C) report headings
D) column headings
E) schedules
F) graphs

Solutions: