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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Configure advanced routing.
B) Select the Chat check box that is associated with an agent's staff account.
C) Select the corresponding pull policy.
D) Selectthe Pull Chat check box in the chat profile.
E) Enable the engagement engine.

2. Which six actions can have a null value?

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

3. Your customer would like to send a communication about a product that is applicable only to its user base in the USA.
Which three actions should you perform?

A) Create a transactional survey.
B) Add the segment in step (d) to the Audience tab in the Included section.
C) Create a report of contacts whose contact home
D) Add the report in step (c) to the Audience tab in the Included section.
E) Create a segment of contacts whose contact home country is USA.
F) Create a broadcast survey.

4. Which four statements are true about incident rules?

A) A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.
B) Incident rules should have one rule state.
C) A catch-all rulehas no impact on incident rules.
D) Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.
E) A catch-all escalation action has no impact on incident rules.
F) Incident rules should have a minimum of two rule states.
G) All incident rules should have an action to transit from the initial state to another state.

5. Which option should you useto create or configure queues?

A) Configuration> Site Configuration > Configuration Settings
B) Configuration > Application Appearance >Customizable Menus > System Menus
C) Configuration > Site Configuration > Message Bases
D) Configuration > Application Appearance > Customizable Menus > Custom Menus

Solutions: