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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which three actions can a guide branch out to?

A) Firing a named event
B) Inserting another guide
C) Calling an add-in
D) Creating anincident
E) Calling a URL

2. The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A) You can change the default value to 60 minutes by using File > Options > Session Expiration.
B) You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
C) You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
D) Because the system default is 15 minutes, it cannot be changed.

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

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

4. Your customer wants an incident survey to be reopened automatically if it does not meet the minimum score.
Which three actions should you perform to meet this requirement?

A) Write a business rule to reopen the case.
B) Assign scores to the survey questions and set the status field based on the responses.
C) Schedule the survey on a daily basis.
D) Create a report for the survey scores.
E) Create a polling survey.
F) Create a transactional survey.

5. You want yoursystem to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?

A) business rules
B) configuration settings
C) syndicate chat widget
D) proactive chat widget

Solutions: