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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Select the Chat check box that is associated with an agent's staff account.
B) Selectthe Pull Chat check box in the chat profile.
C) Configure advanced routing.
D) Enable the engagement engine.
E) Select the corresponding pull policy.

2. Which three statements are true about navigation sets?

A) Using navigation sets, you can define what quick links can be seen when navigating File > Link.
B) Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
C) The same navigation set can be set for different interfaces.
D) Using navigation sets, you can configure whether to show the Home navigation pane or not.
E) Using navigation sets,you can configure which quick search reports can be seen.
F) Using navigation sets, you can define what new objects can be created by using the File menu.

3. Which four statements are true about incident rules?

A) A catch-all escalation action has no impact on incident rules.
B) Incident rules should have a minimum of two rule states.
C) A catch-all rulehas no impact on incident rules.
D) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
E) All incident rules should have an action to transit from the initial state to another state.
F) Incident rules should have one rule state.
G) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.

4. Which two statements are true about mailboxes?

A) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
B) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
C) Techmail isresponsible for pulling emails from single or multiple mailboxes.
D) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
E) The Dbtstatus utility is responsible for having incidents created after an emailis sent to the Service Cloud mailbox.

5. How frequently does Oracle release a new version of a product?

A) Once in three months
B) Once in six months
C) Once in four months
D) Every month

Solutions: