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Oracle Service Center 2021 Implementation Essentials Sample Questions:

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

2. How many rows can be returned by a tabular query?

A) 1000
B) Unlimited
C) 100000
D) 100
E) 10000

3. Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?

A) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.
B) Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
C) Create a named event to file each end point of the guide.
D) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
E) Use an Incident Business rule to fire a named event and populate the standard text into the message thread.

4. Which two events can trigger Custom Process Models?

A) Update
B) OnSaveComplete
C) Load
D) Refresh
E) Create

5. You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.

A) The column name starts with a lowercase alphabet.
B) The column name contains a space.
C) Thecolumn name contains a dollar symbol.
D) The column name contains a punctuation.
E) The column name starts with a number.
F) The column name contains an underscore.

Solutions: