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Oracle Service Center 2021 Implementation Essentials Sample Questions:

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

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

2. You make some changes to your message template and deployit globally, but the deployed status continues to show as pending.
What would you do to resolve this?

A) Validate the template.
B) Save the deployment.
C) Enable the global template.
D) Accept the changes.

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

4. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) SLAs
B) Profile workspace assignment
C) Workspace rules
D) Profile functionalpermissions
E) Profile navigation assignment
F) Configuration settings

5. Which two events can trigger Custom Process Models?

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

Solutions: