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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 can you enable add-ins to run locally without uploading it to theserver?

A) Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
B) Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
C) Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.
D) Configuration > Site Configuration> Addin Manager > Required Profile > Select Developer Mode.

3. Which three elements are available for workflow design on the Insert ribbon?

A) Restart
B) Terminate
C) Decision
D) Set Fields
E) Return

4. Which four view modes are available in the Report Editor?

A) Design View
B) Data Set View
C) Layout View
D) Graphical View
E) Database View
F) Report View

5. When an incident is opened, your customerwants to have different workspaces opened based on the products selected in the "Ask a Question" form on the Customer Portal pages.
Which three elements are necessary to design the workflow?

A) Load
B) Workspace
C) Entry Point
D) Decision
E) Set Fields
F) Return

Solutions: