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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which two statements are true about a disposition?

A) It can be linked to categories.
B) It can be made visible on the Customer Portal.
C) It can be linked to products.
D) It helps to identify the root cause of an incident.
E) It can be set to a maximum depth of three in hierarchy levels.

2. Which two REST API calls can be used to retrieve account information with ID 3?

A) https://yoursite.domain/services/rest/connect /latest/accounts_ID/3
B) https://yoursite.domain/services/rest/connect /latest/accounts/ID/3
C) https://yoursite.domain/services/rest/connect /v1.3/accounts_ID/3
D) https://yoursite.domain/services/rest/connect /v1.3/accounts/3
E) https://yoursite.domain/services/rest/connect /v1.3/accounts/ID/3
F) https://yoursite.domain/services/rest/connect /latest/accounts/3

3. A malfunctioning add-in can prevent the Service Console from functioning properly. It can also block administrators from logging in to the system to remove the malfunctioning add-in. Whichtwo actions will remove the malfunctioning add-in?

A) View the add-in's log files and rectify the issue.
B) Exit the administration interface without completing the normal logout process.
C) Use Safe mode when logging in to the application.
D) Log out of the interface and log in again.

4. A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?

A) The profile to which the agent is assigned does not have the Interface Access checkbox selected.
B) The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
C) The profile to which the agent is assigned does not have the incident workspace assigned.
D) The profile to which the agent is assigned does not have a navigation set assigned.
E) The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.

5. Which three functions are not part of the math group of functions?

A) rand
B) lower
C) round
D) power
E) length
F) to_number
G) bitand
H) ceiling
I) floor
J) truncate

Solutions: