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

2. Which three features can be configured in advanced routing?

A) Skill time
B) Skill relaxation
C) Queue prioritization
D) Queue overflow
E) Queue segregation
F) Queue limit

3. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

A) No return events are listed in the incident workflow forthe script to use.
B) The script beginning and ending buttons are not enabled for the script pages.
C) The agents are not able to get to the pages where they can end the script.
D) No exit or finished event is being triggered on the script pages.

4. An agent is assigned a profile PI that is configured with three incident queues: q1, q2, and q3, and the pull policy is set to Manual. Which statement is true?

A) Agents can use the Fill Inbox functionality to select any of the three queues.
B) Agents will get incidents only from the ql queue.
C) Agents cannot use the Fill Inbox functionality because the pull policy is manual.
D) Agents with the Manual pull policy will get only incidents that are assigned by their supervisor.

5. A customer is trying to import a report when the following error occurs:
"The selected Report Definition File is not a valid file exported by the Report Designer Export function, or the exported file has been modified." Which two options will resolve this error?

A) Reduce the picture scale of the report.
B) Check the customized regional and language settings of your workstation or personal computer.
C) Check if the exported file was generated by a product version that is older than the existing product version.
D) Update the hash value to match the hash declared at the end of the file.

Solutions: