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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which three statements are true about navigation sets?

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

2. Which two are non-CRUD operations?

A) CSVTableSet results = RunAnalyticsReport(AnalyticsReport ReportObject, int Limit, int Start, string Delimiter, bool ReturnRawResult, bool DisableMTOM, out byte[] FileData);
B) CSVTableSet = Binding.QueryCSV(string Query, int PageSize, string Delimiter, bool
C) UpdateResponseMsg = Binding.Update(RNObject[] Objects,UpdateProcessingOptions ProcessingOptions);
D) RNObject[] = Binding.Create(RNObject[] Objects, CreateProcessingOptions Options);
E) ReturnRawResult, bool DisableMTOM, outbyte[] FileData);RNObject[] rnObjects = _client.Get(clientlnfoHeader, objects, options);
F) ResetContactPasswordResponseMsg = Binding.ResetContactPassword(ID ContactID);

3. In a contact center setup, there are certain custom objects, such as Asset Repair records, that the contact center agents should be able to update only when the supervisor creates a record for them. The contact center agents should not beallowed to perform creation and deletion operations.
How can this be done?

A) by creating the Contact Center Agents profile and under the Permissions > Custom Object tab, selecting appropriate permissions for the custom object
B) by creating the Contact Center Agents profile and under Permissions > Service tab, selecting appropriate permissions for the custom object
C) by configuring settings at the time of creation of the custom object
D) by creating the Contact CenterAgents profile and under Analytics, selecting relevant permissions so that the appropriate reports on the navigation pane will have the necessary actions

4. In your company, Oracle Service Cloud has workspaces where there aremultiple reports and browser controls embedded for various requirements. You receive a complaint that the initial loading of the workspaces is very slow.
What is the quickest solution to speed up incident workspace loading?

A) Removing fields in the workspaces
B) Utilizing workflows and splitting functionality into more than one workspace
C) Placing objects on different tabs and splitting the loading across multiple tabs
D) Creating multiple workspaces per business function and assigning to different profiles

5. Which two statements are true about mailboxes?

A) Techmail isresponsible for pulling emails from single or multiple mailboxes.
B) The Techmail utility is responsible for creating incidents when an email is sent to the Service Cloud mailbox.
C) Mails sent out from Oracle Service Cloud will always have custhelp.com in the email address.
D) Outreach mailing uses a mailbox that is configured for processing emails between customers and agents.
E) The Dbtstatus utility is responsible for having incidents created after an emailis sent to the Service Cloud mailbox.

Solutions: