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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. What would you use for repetitive text with a single point of maintenance for any changes tothe text?

A) Custom object field
B) Custom field
C) Merge field
D) Variable

2. You make some changes to your message template and deployit globally, but the deployed status continues to show as pending.
What would you do to resolve this?

A) Save the deployment.
B) Enable the global template.
C) Validate the template.
D) Accept the changes.

3. 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 Connect Common Object Model (CCOM) API for custom objects.
B) IGenericObject is the interface that is available with the add-in API for custom objects.
C) It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
D) Using the record context, you can obtain an instance of a custom object by passing the package name and object name.
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.

4. Which three statements are true about add-ins?

A) They canbe added to the Custom Portal area of Oracle Service Cloud.
B) They always run locally on the machines on which the desktop application runs.
C) They always run locally to access local data.
D) They can be designed to create visualcomponents and not perform any integrations.
E) They are the visual areas of Oracle Service Cloud Agent Desktop.
F) They are written in the C# .NET programming language with the templates provided by Oracle Service Cloud.

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

Solutions: