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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Whichtwo statements are true about generic objects?

A) They automatically consider apackage to consist of custom objects.
B) They are used when working with custom objects only.
C) They belong to a stand-alone class that is not derived from an RN object.
D) They require the type of data to be set dynamically.
E) They can be used with standard objects.

2. Which two statements are true about a disposition?

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

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

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

4. What must you set to enable the email channel?

A) EGW_UPDATE_BY_CREATE
B) EGW_SAVE_EMAIL_HEADERS
C) EGW_ENABLED
D) EGW_SECURE_UPDATE_ENABLED
E) EGW_AUTO_CONT_CREATE

5. Which Oracle Service Cloud capability can assign chats based on language and product skills?

A) Engagement engine
B) Advanced routing
C) Syndicated chat
D) Business rules

Solutions: