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Oracle Service Center 2021 Implementation Essentials Sample Questions:
1. Which two statements are true about Oracle Service Cloud accelerators?
A) The source files for all listed accelerators are available for download.
B) Theyare available at http://www.oracle.com/technetwork.
C) They are complete plug-and-play tools that can be used with Oracle Service Cloud in any client environment free of cost.
D) They are code samples to show how integrations can be built by using the public integration capabilities of Oracle Service Cloud.
E) Oracle provides supportfor all accelerators.
2. Which two statements are true when working with add-ins in a Custom Object workspace?
A) IGenericObject is the interface that is available with the add-in API for custom objects.
B) It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
C) Using the record context, you can obtain an instance of a custom object by passing the package name and object name.
D) IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.
E) You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
3. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.
A) No exit or finished event is being triggered on the script pages.
B) The script beginning and ending buttons are not enabled for the script pages.
C) No return events are listed in the incident workflow forthe script to use.
D) The agents are not able to get to the pages where they can end the script.
4. Which three requirements can be implemented by using workspace rules?
A) Calling a CPM script
B) Triggering escalation mails to the manager after the escalation time is over
C) Prompting a customer care executive to dynamically open a guide
D) Dynamically setting the URL for browser control
E) Calling an add-in
5. Which two statements are true about safe mode in relation to add-ins?
A) It allows an agent desktop to log in to the application without any add-ins.
B) It allows an agent desktop to log in to the application with local add-in files.
C) It is a setting that must be enabled at the interface level.
D) It is enabled automatically if the previous shutdown of the agent desktop application did not happen normally.
E) It is a profile setting that must be enabled for a profile.
Solutions:
| Question # 1 Answer: C,D | Question # 2 Answer: C,E | Question # 3 Answer: A,C | Question # 4 Answer: C,D,E | Question # 5 Answer: B,D |
