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Oracle Service Center 2021 Implementation Essentials Sample Questions:

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

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

2. Which six actions can have a null value?

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

3. Examine these functions:
f1- apply() f2 - setup(), f3 - validate(), f4 - cleanup(), f5- fetchObject() What is the correct sequence of execution of these functions during customprocesses testing?

A) f1, f2, f4, f3, f5
B) f2, f5, f1, f3, f4
C) f5, f2, f3, f4, f1
D) f1, f2, f5, f3, f4
E) f2, f5, f3, f1, f4

4. Which four types are used by incidents queues?

A) Round Robin (All)
B) FIFO
C) Standard
D) Advanced Routing
E) Round Robin (Logged In)
F) Quick
G) LIFO

5. A customer is using a service level agreement (SLA) to calculate resolution due dates automatically when an SLAinstance is added to an incident. What setup is required for resolution due calculations?

A) Create a custom incident milestones report and add it to a custom incident workspace
B) Define default response requirements.
C) Add all the holidays observed by your organization.
D) Use business rules to automatically calculate dates

Solutions: