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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which two statements are true about linking products, categories, and dispositions?

A) A leaf product's links are inherited from its parent product.
B) Product-category linkingrestricts customers from searching on the Customer Portal.
C) Links can be created only between the parent levels of products, categories, and dispositions.
D) Product-category linking is independent of product-disposition linking.
E) Links can be automatically created to categories and dispositions based on answers an incidents.

2. Your customer has created a new script and deployed it to agents in their call center within their incident workflow. They have noticed that their agents cannot end the script as expected. What are two reasons for this?

A) There are no return events listed in the incident workflow for the script use.
B) The agents cannot get to the pages where they can end the script.
C) There are no exit or finished events being triggered on the script pages.
D) There are no script beginning and ending buttons enabled for the script pages.

3. What would you use for repetitive text with a single point of maintenance for any changes tothe text?

A) Merge field
B) Custom field
C) Custom object field
D) Variable

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

5. Your customer wants to display customized branding information in the login window. Which two options can be used?

A) Use the BRAND_CONTENT_URL configuration setting, which specifies the URL that is used to display content in the content pane of the login page.
B) Use the LOGIN_SECURITY_MSG configuration setting, which specifies the welcome message that is displayed on the login page.
C) Use the LOGIN_SECURITY_URL, configuration setting, which specifies the URL that is used to display content in thecontent pane of the login page.
D) Use the BRAND_WELCOME_MSG configuration setting, which specifies the welcome message that is displayed on the login page.

Solutions: