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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A customer is using standard reports within the analytics module. Which two can be edited in a standard report?

A) column headings
B) permissions
C) graphs
D) non-selectable filters
E) schedules
F) report headings

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

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

3. You make some changes to a message template.
Which statement is true about applying this change acrossmultiple interfaces?

A) You need to use the export and import option.
B) You need to copy and paste the source code across the multiple interfaces.
C) The change is reflected across all interfaces by default.
D) You need to re-create the message templateacross the multiple interfaces.

4. Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?

A) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
B) Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
C) Create a named event to file each end point of the guide.
D) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.
E) Use an Incident Business rule to fire a named event and populate the standard text into the message thread.

5. Which two events can trigger Custom Process Models?

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

Solutions: