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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which option should you useto create or configure queues?

A) Configuration> Site Configuration > Configuration Settings
B) Configuration > Application Appearance >Customizable Menus > System Menus
C) Configuration > Application Appearance > Customizable Menus > Custom Menus
D) Configuration > Site Configuration > Message Bases

2. Your customer wants to measure agent performance based on feedback from their end users. If the end users provide negative feedback, their incidents need to be reopened automatically. Which three tasks will fulfill these requirements?

A) Create a new queue for unhappy customers.
B) Set an incident business rule to send the survey
C) Schedule a survey to run on a daily basis.
D) Create a transactional survey.
E) Create a report of survey responses.
F) Assign a score to the survey questions and set the status field based on the value

3. Which six actions can have a null value?

A) Set Status
B) Set Assigned
C) Set Disposition
D) Set Fields
E) Set Category
F) Set SLAs
G) Set Agent
H) Set Mailbox
I) Set Product
J) Set Queue

4. Which three statements are true about navigation sets?

A) Using navigation sets, you can define what quick links can be seen when navigating File > Link.
B) Using navigation sets,you can configure which quick search reports can be seen.
C) Using navigation sets, you can define what new objects can be created by using the File menu.
D) Using navigation sets, you can configure whether to show the Home navigation pane or not.
E) The same navigation set can be set for different interfaces.
F) Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.

5. Which setup sequence is usedto give permissions to an individual to access an application?

A) None. No sequence is required.
B) Profile > Navigation set > Staff Account
C) Navigation set > Profile > Staff Account
D) Staff Account > Profile > Navigation set

Solutions: