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

2. Which two components can be edited in a standard report?

A) Permissions
B) Report headings
C) Schedules
D) Non-selectable filters
E) Graphs
F) Column headings

3. Which three events are available with theJavaScript API?

A) onsaveclose ()
B) enclose ()
C) ondataupdated()
D) aftersave()
E) onrefresh()
F) onbeforesave ()

4. Which two statements are true about mailboxes?

A) The Dbtstatus utility is responsible for having incidents created after an emailis sent to the Service Cloud mailbox.
B) Techmail isresponsible for pulling emails from single or multiple mailboxes.
C) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
D) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
E) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.

5. What must you set to enable the email channel?

A) EGW_UPDATE_BY_CREATE
B) EGW_SAVE_EMAIL_HEADERS
C) EGW_SECURE_UPDATE_ENABLED
D) EGW_AUTO_CONT_CREATE
E) EGW_ENABLED

Solutions: