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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. How can you enable add-ins to run locally without uploading it to theserver?

A) Configuration > Site Configuration > Addin Manager > Required Profile > Interfaces > Select Developer Mode.
B) Configuration > Site Configuration> Addin Manager > Required Profile > Select Developer Mode.
C) Configuration > Staff Management > Profiles > Required Profile > Select Developer Mode.
D) Configuration > Staff Management > Profiles > Required Profile > Interfaces tab, Addin tab > Select Developer Mode.

2. 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) Allowing an agent to switch between workspaces by clicking the "Select Workspace" button
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) If a contact record exists, loading details from the contact found in the incident workspace

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

4. Which two statements are true about a disposition?

A) It can be made visible on the Customer Portal.
B) It can be linked to categories.
C) It helps to identify the root cause of an incident.
D) It can be linked to products.
E) It can be set to a maximum depth of three in hierarchy levels.

5. A customer is trying to import guides and a definition file from another interface and receives an error: "The response node cannot be added as it would exceed the maximum amount of 2048 response nodes the guide can have.
What action must betaken to fix this?

A) Navigate to one of the superior nodes and remove most of the nodes, keeping the same unique identifier.
B) Make sure the guide definition file does not include anyhash value while importing it.
C) Make sure guided assistance is enabled in another interface.
D) Increase the maximum number of response nodes in the configuration.

Solutions: