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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A client requires you to set up chat and email as unlimited for an SLA. What must you do?

A) Enter the value "Unlimited" in the chat and email fields.
B) Leave both the chat and email fields limit as blank.
C) Use the default values.
D) Enter zero as the initial value for both fields.

2. Which three elements are available for workflow design on the Insert ribbon?

A) Decision
B) Return
C) Restart
D) Terminate
E) Set Fields

3. Which three events are available with theJavaScript API?

A) enclose ()
B) aftersave()
C) onbeforesave ()
D) onsaveclose ()
E) ondataupdated()
F) onrefresh()

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

5. Which four types are used by incidents queues?

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

Solutions: