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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which is an invalid data type?

A) Menu
B) Float
C) Integer
D) Date/time
E) Text area
F) Radio
G) Text field

2. Your customer has designed a guideto explain in detail to end users how to apply for a career guidance program. The customer wants this guide to be placed on the Customer Portal pages and a survey to be opened when an option in this guide is selected.
Which survey type would you use?

A) Website link survey
B) Broadcast survey
C) Transactional survey in rules
D) Polling survey

3. Which three statements are true about Service Level Agreements?

A) They enable you to set the reports that are visible to an agent.
B) They enable you torestrict what agents can view as part of navigation on the console.
C) They enable you to set a timeline for an agent to respond to an incident.
D) They enable you to restrict the number of incidents raised by end users through various channels.
E) They enable you to specify the duration for which an incident can be kept in waiting status.
F) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.

4. Which three features can be configured in advanced routing?

A) Queue segregation
B) Skill relaxation
C) Skill time
D) Queue limit
E) Queue prioritization
F) Queue overflow

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

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

Solutions: