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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Your customer has created a new script and deployed it to the agents in the call center within incident workflows. However, the script hangs on execution.
Identify two reasons for this.

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

2. What must you set to enable the email channel?

A) EGW_ENABLED
B) EGW_SECURE_UPDATE_ENABLED
C) EGW_AUTO_CONT_CREATE
D) EGW_UPDATE_BY_CREATE
E) EGW_SAVE_EMAIL_HEADERS

3. Which two statements are true when working with add-ins in a Custom Object workspace?

A) You cannot obtain a custom object instance directly by using the add-in API. You need to use the Connect web service for SOAP again for the, same.
B) IGenericObject is the interface that is available with the Connect Common Object Model (CCOM) API for custom objects.
C) It is not possible to automate anything by using an add-in framework in a Custom Object workspace.
D) IGenericObject is the interface that is available with the add-in API for custom objects.
E) Using the record context, you can obtain an instance of a custom object by passing the package name and object name.

4. Which four statements are true about reports?

A) Reports are shared between interfaces.
B) Published reports can be modified.
C) All the permissions from an imported report remain unchanged after an export.
D) Reports are not common across the interface.
E) After a report is published, the report data remains unchanged even as the knowledge baseis updated.
F) Reports must be exportedmanually in all interfaces.
G) The owner of a report remains the same even if the report is imported by some other user.

5. You are creating custom fields and enter a column name. However, you receive an error when you try to save it.
Identify three reasons for this.

A) The column name starts with a number.
B) Thecolumn name contains a dollar symbol.
C) The column name contains a punctuation.
D) The column name contains a space.
E) The column name starts with a lowercase alphabet.
F) The column name contains an underscore.

Solutions: