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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Which two statements are true about linking products, categories, and dispositions?

A) Links can be created only between the parent levels of products, categories, and dispositions.
B) Product-category linking is independent of product-disposition linking.
C) Product-category linkingrestricts customers from searching on the Customer Portal.
D) Links can be automatically created to categories and dispositions based on answers an incidents.
E) A leaf product's links are inherited from its parent product.

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

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

3. You have a requirement for an incident workspace where clicking a kind of text hyperlink should open a browser window by using the third-party URL of the loaded client. You want to implement this by using add-ins.
Which add-in should you create?

A) Workspace
B) Report Command
C) Workspace Ribbon
D) Global Ribbon
E) Content Pane

4. A customer has made some modifications to navigation sets, but agents are not able to see the changes in the console. Which action must you take to ensure the changes reflect in the agent login?

A) Remove the existing navigation sets and reassign them.
B) Select the Reset Navigation Set to Profile Default option.
C) Ask the agent to log in to the application again.
D) Check the agent profile for whether the appropriate navigation

5. Which three features can be configured in advanced routing?

A) Queue overflow
B) Queue limit
C) Skill time
D) Skill relaxation
E) Queue segregation
F) Queue prioritization

Solutions: