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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the Interface Access checkbox selected.
B) The profile to which the agent is assigned does not have a navigation set assigned.
C) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
D) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
E) The profile to which the agent is assigned does not have the incident workspace assigned.

2. 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

3. Which three options are not supported in a Browser User Interface workspace?

A) Any site trying to navigate to a top-level page will not be rendered.
B) Theauthorization of Knowledge Foundation (Answer Workspace) in the Browser User Interface workspace is not supported.
C) The mixing of HTTP and HTTPS is not supported because i is a security violation.
D) The ability to view the visitor browser history in the Agent Browser User Interface is not supported.
E) Any site which does not want to be embedded insidean iframe will not be rendered.

4. A customer is trying to import a report when the following error occurs:
"The selected Report Definition File is not a valid file exported by the Report Designer Export function, or the exported file has been modified." Which two options will resolve this error?

A) Check if the exported file was generated by a product version that is older than the existing product version.
B) Check the customized regional and language settings of your workstation or personal computer.
C) Reduce the picture scale of the report.
D) Update the hash value to match the hash declared at the end of the file.

5. Which five actions should you performto configure advanced routing?

A) Create an advanced routing incident queue.
B) Configure collaboration with external users who are not agent desktop users.
C) Define products and categories.
D) Assign guided assistance permission to a profile.
E) Add product and category fields to the Live Help page of the Customer Portal.
F) Assign advanced routing permissions to a profile.
G) Create and activate a rule to route incidents to the advanced routing incident queue.
H) Add Access Control to a navigation set.

Solutions: