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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A company wantsto include the company logo and contact details in its outbound email communications.
Where should this be configured?

A) Admin HTML Editor
B) Contact HTML Editor
C) Global template
D) Quote template

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

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

3. Which six actions can have a null value?

A) Set Category
B) Set Status
C) Set Queue
D) Set SLAs
E) Set Mailbox
F) Set Agent
G) Set Assigned
H) Set Fields
I) Set Disposition
J) Set Product

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

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

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

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

Solutions: