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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A customer is using standard reports within the analytics module. Which two can be edited in a standard report?

A) report headings
B) schedules
C) column headings
D) permissions
E) non-selectable filters
F) graphs

2. Which two types of joins are available in analytics?

A) Inner
B) Outer LTD) External
C) Peripheral
D) Intersection
E) Internal

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

4. 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.

5. A company wantsto include the company logo and contact details in its outbound email communications.
Where should this be configured?

A) Contact HTML Editor
B) Global template
C) Quote template
D) Admin HTML Editor

Solutions: