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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
B) Agents can use the Fill Inbox functionality to select any of the three queues.
C) Agents will get incidents only from the ql queue.
D) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.

2. Which three statements are true about navigation sets?

A) Using navigation sets, you can configure whether to show the Recent Items navigation pane or not.
B) Using navigation sets, you can define what quick links can be seen when navigating File > Link.
C) The same navigation set can be set for different interfaces.
D) Using navigation sets, you can configure whether to show the Home navigation pane or not.
E) Using navigation sets, you can define what new objects can be created by using the File menu.
F) Using navigation sets,you can configure which quick search reports can be seen.

3. You have a requirement where there is a need for frequent change in address and phone numbers. Which two actions would you perform?

A) Create the standard text with the current address and phone numbers.
B) Update customfields with the changed address and phone numbers.
C) Update variables with the changed address and phone numbers.
D) Create variables with the current address and phone numbers.
E) Create custom fields for the address and phone numbers.
F) Update the standard text with the changed address and phone numbers.

4. Your customer wants to display customized branding information in the login window. Which two options can be used?

A) Use the LOGIN_SECURITY_MSG configuration setting, which specifies the welcome message that is displayed on the login page.
B) Use the LOGIN_SECURITY_URL, configuration setting, which specifies the URL that is used to display content in thecontent pane of the login page.
C) Use the BRAND_CONTENT_URL configuration setting, which specifies the URL that is used to display content in the content pane of the login page.
D) Use the BRAND_WELCOME_MSG configuration setting, which specifies the welcome message that is displayed on the login page.

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

Solutions: