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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A customer is trying to use Element Manager to import and add-ins and receives this error:
"This package cannot beprocessed."
What is the reason for this error?

A) The Browser User Interface (BUI) workspace is not using the standard workspace.
B) The hash value during import doesn't match the hash declared at the end of the rile.
C) Element Manager does not support the import and export of workspaces with custom workspace ribbon add-ins.
D) Check if the exported file was generated by a product version that is older than the existing product version.

2. Your customer has created a new script and deployed it to agents in their call center within their incident workflow. They have noticed that their agents cannot end the script as expected. What are two reasons for this?

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

3. You are working oncomplete service delivery transformation for your customer to streamline the contact center training program. As a cost cutting measure, your customer wants the new customer service representatives to be ready to start work within 5 days instead of 30 days. The customer is also particular that the quality of service delivery should not be compromised.
What are the two options that you would suggest to streamline this contact center training program?

A) Guided assistance
B) Intent guide
C) Custom process model
D) Business rules
E) Agent scripts

4. You make some changes to a message template.
Which statement is true about applying this change acrossmultiple interfaces?

A) You need to re-create the message templateacross the multiple interfaces.
B) You need to use the export and import option.
C) The change is reflected across all interfaces by default.
D) You need to copy and paste the source code across the multiple interfaces.

5. An agent tries to open an incident from his or her recent items.
Which three components determine what appears to the agent on opening an incident record?

A) Profile functionalpermissions
B) Profile navigation assignment
C) Configuration settings
D) SLAs
E) Workspace rules
F) Profile workspace assignment

Solutions: