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

2. The current session expiration is set to 10 minutes but your client wants it to be 60 minutes. Which statement is true?

A) You can change the default value to 60 minutes by amending the Site Configuration > Configuration Settings value.
B) You can change the default value to 60 minutes by using Site Configuration > Session Timeout.
C) You can change the default value to 60 minutes by using File > Options > Session Expiration.
D) Because the system default is 15 minutes, it cannot be changed.

3. Which two statements are true about Oracle Service Cloud accelerators?

A) Oracle provides supportfor all accelerators.
B) They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
C) They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
D) Theyare available at http://www.oracle.com/technetwork.
E) The source files for all listed accelerators are available for download.

4. You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Agent scripts
B) Business rules
C) Guided assistance
D) Custom process model
E) Intent guide

5. Which three statements are true about headers of custom process models?

A) Theycontain the version number of the PHP script.
B) They list only the events that are supported by the code implementation.
C) The header section is always commented.
D) They contain all possible events with the objects.
E) The/QDntain the version number of the Connect Common Object Model.
F) The header section needs to be uncommented during testing.
G) They contain standard objects only.

Solutions: