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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A customer has made some modifications to navigation sets, but agents are not able to see the changes in the console. Which action must you take to ensure the changes reflect in the agent login?

A) Check the agent profile for whether the appropriate navigation
B) Remove the existing navigation sets and reassign them.
C) Ask the agent to log in to the application again.
D) Select the Reset Navigation Set to Profile Default option.

2. Which two statements are true about a disposition?

A) It can be made visible on the Customer Portal.
B) It can be linked to products.
C) It can be set to a maximum depth of three in hierarchy levels.
D) It helps to identify the root cause of an incident.
E) It can be linked to categories.

3. Which two statements are true about safe mode in relation to add-ins?

A) It is a profile setting that must be enabled for a profile.
B) It allows an agent desktop to log in to the application without any add-ins.
C) It allows an agent desktop to log in to the application with local add-in files.
D) It is a setting that must be enabled at the interface level.
E) It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.

4. Which three requirements can be implemented by using workspace rules?

A) Prompting a customer care executive to dynamically open a guide
B) Triggering escalation mails to the manager after the escalation time is over
C) Calling a CPM script
D) Dynamically setting the URL for browser control
E) Calling an add-in

5. Which four statements are true about incident rules?

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

Solutions: