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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. A customer has defined Service Intervals at the interface level (Response Requirements) as Monday to Friday (10-17 hours) and at the SLA LI level as Monday to Saturday (10-18 hours) with a response time of 6 hours.
An incident arrives on Friday at 7 PM and is applied to the SLA LI instance.
What is the response due time?

A) Monday 10 AM
B) Saturday 4 PM
C) Saturday 6 PM
D) Tuesday 11 AM

2. A customer is unable to see a record in the audit log after running a report. What could be the reason for this?

A) the Filters settings of the report
B) the permissions of the report
C) the Purge settings in the database
D) the Expanded Report Audit Log from the Reports Explorer

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

4. Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?

A) Select the Chat check box that is associated with an agent's staff account.
B) Select the corresponding pull policy.
C) Configure advanced routing.
D) Enable the engagement engine.
E) Selectthe Pull Chat check box in the chat profile.

5. Which five actions should you performto configure advanced routing?

A) Add product and category fields to the Live Help page of the Customer Portal.
B) Assign guided assistance permission to a profile.
C) Configure collaboration with external users who are not agent desktop users.
D) Define products and categories.
E) Add Access Control to a navigation set.
F) Assign advanced routing permissions to a profile.
G) Create and activate a rule to route incidents to the advanced routing incident queue.
H) Create an advanced routing incident queue.

Solutions: