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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which four statements are true about reports?

A) The owner of a report remains the same even if the report is imported by some other user.
B) Published reports can be modified.
C) Reports are not common across the interface.
D) After a report is published, the report data remains unchanged even as the knowledge baseis updated.
E) Reports are shared between interfaces.
F) All the permissions from an imported report remain unchanged after an export.
G) Reports must be exportedmanually in all interfaces.

2. Which two statements are true about chat surveys?

A) You cannot link customer data back to the chat that is submitted.
B) You can create a chat rule to email a transactional survey to a customer after a chat session.
C) You can send a chat survey only while a customer is on the chat.
D) You can create a chat rule to pop up a transactional survey at the end of a chatsession.

3. 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 the Incident Read option selected on the Permissions > Services tab.
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 a navigation set assigned.
E) The profile to which the agent is assigned does not have the incident workspace assigned.

4. Which option should you useto create or configure queues?

A) Configuration > Application Appearance > Customizable Menus > Custom Menus
B) Configuration > Application Appearance >Customizable Menus > System Menus
C) Configuration> Site Configuration > Configuration Settings
D) Configuration > Site Configuration > Message Bases

5. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not beallowed to perform creation and deletion operations.
How can this be done?

A) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
B) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
C) by configuring settings at the time of creation of the custom object
D) by creating the Contact CenterAgents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions

Solutions: