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Oracle Service Center 2021 Implementation Essentials Sample Questions:
1. Which two statements are true about chat surveys?
A) You can send a chat survey only while a customer is on the chat.
B) You can create a chat rule to pop up a transactional survey at the end of a chatsession.
C) You cannot link customer data back to the chat that is submitted.
D) You can create a chat rule to email a transactional survey to a customer after a chat session.
2. Which six actions can have a null value?
A) Set Category
B) Set Queue
C) Set Agent
D) Set Product
E) Set Assigned
F) Set SLAs
G) Set Disposition
H) Set Mailbox
I) Set Status
J) Set Fields
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) Exit the administration interface without completing the normal logout process.
B) Log out of the interface and log in again.
C) View the add-in's log files and rectify the issue.
D) Use Safe mode when logging in to the application.
4. A company wantsto include the company logo and contact details in its outbound email communications.
Where should this be configured?
A) Admin HTML Editor
B) Contact HTML Editor
C) Quote template
D) Global template
5. A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?
A) Saturday 6 PM
B) Saturday 4 PM
C) Monday 10 AM
D) Tuesday 11 AM
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: B,F,G,H,J | Question # 3 Answer: C,D | Question # 4 Answer: A | Question # 5 Answer: B |






