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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which four types are used by incidents queues?

A) LIFO
B) Round Robin (Logged In)
C) Round Robin (All)
D) Quick
E) FIFO
F) Standard
G) Advanced Routing

2. You make some changes to a message template.
Which statement is true about applying this change acrossmultiple interfaces?

A) You need to copy and paste the source code across the multiple interfaces.
B) You need to re-create the message templateacross the multiple interfaces.
C) The change is reflected across all interfaces by default.
D) You need to use the export and import option.

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 a navigation set assigned.
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 to appear in the Menu option selected on the Services tab.

4. When an incident is opened, your customerwants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A) Load
B) Decision
C) Entry Point
D) Set Fields
E) Workspace
F) Return

5. A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?

A) Monday 10 AM
B) Saturday 4 PM
C) Tuesday 11 AM
D) Saturday 6 PM

Solutions: