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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Your customer specifies five requirements.
Which three requirements can be fulfilled by using workflows?

A) Allowing an agent to exit any script in the workflow, go to the workspace, and return to the same script page that the agent had exited earlier
B) If a contact record exists, loading details from the contact found in the incident workspace
C) Capturingall incident-associated CO data from customers
D) If a contact record does not exist, creating a contact record as captured by an agent from customers
E) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button

2. What must you set to enable the email channel?

A) EGW_UPDATE_BY_CREATE
B) EGW_SECURE_UPDATE_ENABLED
C) EGW_ENABLED
D) EGW_AUTO_CONT_CREATE
E) EGW_SAVE_EMAIL_HEADERS

3. A customer wants to change the following text on the receipt and ask submit page:
"Thanks for submitting your question. Use this reference number for follow up:#120728-000001 A member of our support team will get back to you soon.
If you need to update your question and you already have an account, log in, click the Your Account tab, and select the question to open and update it." Which two actions will allow you to identify the correct message base item if you did not know which message base you need to edit? (Choose two.)

A) Identify the customer portal page that includes the text you want to change and identify the message base from within the code.
B) Run a message base report and search for the text string you want to change.
C) Submit an incident to customer care.
D) Look for the message in the receipt email body.

4. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Enable the engagement engine.
B) Selectthe Pull Chat check box in the chat profile.
C) Configure advanced routing.
D) Select the Chat check box that is associated with an agent's staff account.
E) Select the corresponding pull policy.

5. Which three options are not supported in a Browser User Interface workspace?

A) The mixing of HTTP and HTTPS is not supported because i is a security violation.
B) The ability to view the visitor browser history in the Agent Browser User Interface is not supported.
C) Any site trying to navigate to a top-level page will not be rendered.
D) Any site which does not want to be embedded insidean iframe will not be rendered.
E) Theauthorization of Knowledge Foundation (Answer Workspace) in the Browser User Interface workspace is not supported.

Solutions: