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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which three statements are true about Service Level Agreements?

A) They enable you to specify the duration for which an incident can be kept in waiting status.
B) They enable you to restrict the number of incidents raised by end users through various channels.
C) They enable you to restrict the knowledge articles that are viewed by end users in the Customer Portal.
D) They enable you torestrict what agents can view as part of navigation on the console.
E) They enable you to set a timeline for an agent to respond to an incident.
F) They enable you to set the reports that are visible to an agent.

2. Which two events can trigger Custom Process Models?

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

3. Which three features can be configured in advanced routing?

A) Queue segregation
B) Skill time
C) Queue limit
D) Queue overflow
E) Skill relaxation
F) Queue prioritization

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

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

5. Which four statements are true about reports?

A) Published reports can be modified.
B) All the permissions from an imported report remain unchanged after an export.
C) After a report is published, the report data remains unchanged even as the knowledge baseis updated.
D) Reports must be exportedmanually in all interfaces.
E) Reports are not common across the interface.
F) The owner of a report remains the same even if the report is imported by some other user.
G) Reports are shared between interfaces.

Solutions: