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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. 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) Utilizing workflows and splitting functionality into more than one workspace
B) Removing fields in the workspaces
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

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

3. Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?

A) Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
B) Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
C) Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
D) Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.
E) Create a named event to file each end point of the guide.

4. Which six actions can have a null value?

A) Set SLAs
B) Set Queue
C) Set Fields
D) Set Assigned
E) Set Category
F) Set Disposition
G) Set Status
H) Set Product
I) Set Agent
J) Set Mailbox

5. Which three statements are true about the Custom Process Model (CPM) in Oracle Service Cloud?

A) It can be triggered by an event that occurs even on a custom object.
B) It can be triggered by an event that occurs on community objects.
C) It is also known as the Object Event Handler.
D) It is always triggered from business rules.
E) It is triggered by an event that occurs on the standard objects that are used by queues.
F) It is a PHP script that executes only synchronously.
G) It is triggered by an event that occurs on standard objects only.

Solutions: