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Oracle Service Center 2021 Implementation Essentials Sample Questions:

1. Whichtwo statements are true about generic objects?

A) They can be used with standard objects.
B) They are used when working with custom objects only.
C) They automatically consider apackage to consist of custom objects.
D) They belong to a stand-alone class that is not derived from an RN object.
E) They require the type of data to be set dynamically.

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

3. Your customer would like to send a communication about a product that is applicable only to its user base in the USA.
Which three actions should you perform?

A) Add the segment in step (d) to the Audience tab in the Included section.
B) Create a segment of contacts whose contact home country is USA.
C) Create a report of contacts whose contact home
D) Create a broadcast survey.
E) Create a transactional survey.
F) Add the report in step (c) to the Audience tab in the Included section.

4. For which three reasons should you recommend using workflows?

A) They promote efficiency.
B) They can sort incidents raised by a contact.
C) They reduce human error.
D) They guide agents through complex customer interactions and data updates.
E) They help customers find relevantknowledge answers.

5. You want yoursystem to offer a chat invitation to any customer who spends at least two minutes on a specific web page.
What should you use?

A) business rules
B) syndicate chat widget
C) proactive chat widget
D) configuration settings

Solutions: