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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A) No return events are listed in the incident workflow forthe script to use.
B) The script beginning and ending buttons are not enabled for the script pages.
C) The agents are not able to get to the pages where they can end the script.
D) No exit or finished event is being triggered on the script pages.

2. Which two events can trigger Custom Process Models?

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

3. Which three requirements can be implemented by using workspace rules?

A) Calling a CPM script
B) Triggering escalation mails to the manager after the escalation time is over
C) Prompting a customer care executive to dynamically open a guide
D) Calling an add-in
E) Dynamically setting the URL for browser control

4. Which five actions should you performto configure advanced routing?

A) Add Access Control to a navigation set.
B) Add product and category fields to the Live Help page of the Customer Portal.
C) Configure collaboration with external users who are not agent desktop users.
D) Assign guided assistance permission to a profile.
E) Define products and categories.
F) Create an advanced routing incident queue.
G) Create and activate a rule to route incidents to the advanced routing incident queue.
H) Assign advanced routing permissions to a profile.

5. Which six actions initiate the business rules engine to run their configured logic?

A) An administrator compiles the rules engine.
B) A customer adds more information to their incident via the end-user pages.
C) An agent edits an opportunity.
D) The rules engine is updated.
E) A customer creates an incident in the end user portal.
F) An agent runs an incident report.
G) An agentviews the rule log.
H) An agent creates or edits an answer.
I) A customerupdates contact details via the end-user pages.
J) An agent edits contacts, incidents, organizations, or tasks.

Solutions: